Rooms Controller

Omni Hotels & Resorts•Fort Lauderdale, FL

1d•Onsite

About The Position

The Rooms Controller plays a central role in coordinating hotel room inventory and supporting smooth operations across Housekeeping, Front Office, and Reservations. The position oversees room status and distribution, allocates rooms for guest arrivals, communicates and fulfills guest requests, and supports occupancy and guest satisfaction goals. It also provides support to Front Office operations and collaborates with other hotel departments to deliver a seamless guest experience.

Requirements

Prior hotel front-office experience is required.
Two years of experience in a similar position or Front Office operation is preferred.
Excellent customer service and problem-solving skills.
Strong communication, analytical, computer, and organizational skills.
Maintain a professional business appearance, attitude, and performance.
Ability to work a variety of shifts, including weekends and holidays.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance; stand or walk for extended periods or entire shifts; and perform repetitive motions, including extended use of telephone and computer systems.

Nice To Haves

Two years of experience in a similar position or Front Office operation.

Responsibilities

Maintain knowledge of room types, features, and availability.
Block and pre-register arriving reservations according to occupancy and guest preferences; oversee daily room inventory and room-blocking strategies.
Review group resumes and manage group room blocking.
Attend Revenue Management meetings when applicable and assist with sell-out night strategies.
Handle in-house reservation inquiries and requests accurately and efficiently.
Use occupancy trends and forecasting tools; understand reservation packages, promotions, special booking procedures, rate plans, rate codes, and rate strategies.
Maintain expertise in the hotel’s PMS and CRS systems, including working knowledge of Opera, and verify details of third-party offers.
Deliver personalized guest service, anticipate needs, handle requests and concerns promptly, and use follow-up and service recovery processes.
Understand Select Guest, VIP procedures, loyalty programs, hotel amenities, and services; help guests locate hotel areas and local points of interest.
Apply the policies and procedures of Housekeeping, Reservations, and Front Office, and support Front Office daily operations as needed.
Collaborate with Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering, and Purchasing.
Train new associates on Room Controller procedures, systems, and service standards.
Follow check-in and check-out procedures, AM/PM checklists, and cash-handling processes; maintain professional phone etiquette.
Understand guest feedback and Medallia scores and contribute to continuous improvement; execute Moments of Service across Front Office, Guest Services, and Ideal Services.
Follow safety, security, and company policies; report accidents, injuries, and unsafe conditions; complete required safety training and certifications.
Maintain a clean uniform and professional appearance, protect confidential information and company assets, and perform other duties or special projects assigned by management.