Rooms Controller

The Watergate Hotel • Washington, DC

2d • $0 - $25 • Onsite

About The Position

The Rooms Operations Supervisor serves as the operational liaison between the Central Reservations Office, the Front Office, and the Sales teams to ensure all guest room reservations and inventories are accurate, organized, and aligned with hotel standards. This individual contributor role focuses on maintaining data integrity, managing VIP and special reservations, and ensuring seamless pre-arrival coordination. The role supports the Rooms Division by overseeing reservation accuracy, rate integrity, and operational readiness, while championing a culture of precision and guest-centric service.

Requirements

• Minimum of 2 years’ experience in Reservations or Rooms Operations within a luxury or upper-upscale hotel environment.
• Strong knowledge of Opera PMS and SynXis CRS required
• Exceptional attention to detail and organizational skills.
• Ability to communicate clearly and professionally in both verbal and written form.
• Strong problem-solving and analytical skills, particularly related to data accuracy and system integrity.
• Demonstrated ability to work independently while collaborating effectively across departments.

Nice To Haves

• experience with OTA extranets, NOR1, and Triptease preferred.
• College degree or equivalent combination of education and hotel experience preferred.

Responsibilities

• Review reservations using a series of tools and reports to ensure appropriate rooms, rate, inventory, and guest satisfaction are met.
• Ensure email inbox, Teams, and other communication platforms are monitored, ensuring all requests are actioned promptly.
• Coordinate with Sales and Guest Relations teams on VIP and special requests.
• Review back-end and extranet systems are integrated appropriately and transmitting reservations promptly – including but not limited to: SynXis, OTAs (Expedia, Booking.com, Agoda/Priceline etc), Consortia programs.
• Monitor third-party extranets (Expedia, Booking.com, Agoda/Priceline etc) for cancellations, modifications, no-shows, and guest communication additionally assisting with brand audits of said extranets.
• Verify commissions, invoices, upsells, Travel Agents and 3rd party method of payments are applied and reconciled appropriately within operations and finance teams.
• Maintain accurate reservation traces for Package bookings, ensuring coordination within the Rooms operation.
• Review and monitor all seasonal and promotional offers that require advance deposits are processed promptly and policies are followed.
• Support and communicate daily with Front Office leadership and Sales coordinators regarding special arrivals, overbookings, special attention blocks, and system discrepancies.
• Conduct comprehensive reservation and guest profile audits, presenting data to Director of Rooms and other leaders as necessary.
• Assist in transitionary efforts of any operations between Revenue and Rooms Operations.
• Perform additional duties as assigned by the Director of Rooms.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree