Rooms Controller

Park Lane • New York, NY

1d • $70,000 - $75,000 • Onsite

About The Position

The Rooms Controller at Park Lane New York partners with Front Office, Housekeeping, Revenue Management, Sales, Food & Beverage, and Finance to ensure accurate room inventory control, smooth arrivals and departures, and thoughtful handling of guest needs. The role requires sound judgment, attention to detail, and balancing guest experience with commercial outcomes in a fast-paced, high-volume urban hotel.

The position oversees room inventory, room blocking, room status accuracy, upsell and revenue-related processes, guest satisfaction feedback, OTA distribution channels, group room blocks, billing coordination, and front office operational support. It also maintains daily communication across departments to coordinate room priorities, guest arrangements, and consistent service.

Requirements

• Prior experience in Front Office, Rooms Operations, Reservations, or a similar role in a large hotel environment is preferred.
• Working knowledge of property management systems (PMS), OTA extranets, upsell platforms, and guest satisfaction tools.
• Strong analytical, organizational, and problem-solving skills.
• Clear communication skills and ability to collaborate across departments.
• Ability to work in a fast-paced, high-volume urban hotel setting.

Responsibilities

• Balance daily room inventory across transient, group, and contracted business in line with forecasted demand and operational realities.
• Strategically block rooms, accounting for VIPs, groups, extended stays, maintenance, housekeeping flow, and special guest requirements.
• Clear daily due-outs and resolve room status discrepancies to maintain system accuracy and support seamless check-ins.
• Manage and optimize the Nor1 upsell platform, ensuring inventory accuracy and fulfillment of confirmed upgrades.
• Partner with Revenue Management on yield strategies, overbooking controls, sell-out dates, and compression management.
• Monitor room-type availability and assist with inventory decisions that balance guest satisfaction and revenue performance.
• Review, respond to, and analyze guest satisfaction surveys, including Hyatt channels and third-party platforms.
• Compile and maintain guest satisfaction score dashboards, identifying trends, root causes, and improvement opportunities.
• Share guest satisfaction insights with leadership and department heads to support service recovery, training, and continuous improvement.
• Manage OTA extranets and ensure rates, availability, restrictions, and content are accurate.
• Respond to OTA inquiries, reservation issues, and guest feedback promptly.
• Analyze OTA performance data to identify booking trends, production shifts, and optimization opportunities.
• Manage group room blocks from contract loading through departure, including rooming lists, pickup monitoring, cut-off management, and block adjustments.
• Coordinate with Sales, Front Office, and Revenue to optimize group inventory and release it appropriately.
• Support group routing, billing instructions, and special arrangements to ensure smooth execution and billing accuracy.
• Assist with routing and billing setup for individual and group reservations.
• Monitor, research, and resolve open folios, PM accounts, and unsettled balances.
• Settle and close open folios with Finance, following internal controls and audit standards.
• Maintain and order supplies for front desk and guest-facing operations.
• Prepare Food & Beverage guest vouchers and ensure accurate tracking and authorization.
• Support front office leadership during high-occupancy periods, special events, and peak arrival days.
• Control and communicate out-of-order rooms daily.
• Assist with guest walks and arrange alternate accommodations.
• Ensure rate codes match reservations.
• Communicate daily with Housekeeping about room priorities, early arrivals, late departures, and service recovery needs.
• Coordinate with Food & Beverage on VIP amenities, vouchers, and group-related guest arrangements.
• Act as a liaison between departments to support alignment, clarity, and consistent guest experiences.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed