Rooms Controller

Rooms Controller Associate

As a Rooms Controller associate at Concord Hospitality, you will be the voice of the hotel, providing courteous and professional service to guests while supporting front office and room service operations. Your role ensures smooth communication, accurate information, and exceptional guest experiences. Responsibilities include maintaining complete knowledge of hotel amenities, layout, local attractions, and transportation options. You will provide accurate directions and information regarding the immediate and metro area. Staying updated on in-house groups, functions, and daily memos is also part of your duties. You will assist with reservations, pre-registration, and blocking of rooms when necessary. Handling guest check-ins and check-outs courteously and professionally is essential. Promoting guest-related programs such as Marriott Rewards and comment cards is also part of your role. Balancing cashiering transactions consistently and maintaining neatness in the work area is required. Recording and resolving guest complaints in the Guest Response Program with timely follow-up is necessary. Answering phones with proper etiquette, ensuring professional and courteous communication, is also part of your responsibilities. Taking and processing room service orders accurately; using sales dialogue to promote menu items is required. Preparing and managing wake-up call requests; ensuring accuracy and proper handling is necessary. Handling mail, messages, and TTY/TDD calls per outlined procedures is also part of your duties. Attending scheduled department meetings and completing Service Excellence training is required.

Qualifications include prior hospitality or front office experience preferred. Strong communication and customer service skills are necessary. The ability to multitask and remain calm during high-volume periods is required. Knowledge of hotel reservations, credit policies, and emergency procedures is essential. Familiarity with culinary terminology and beverage service standards a plus. Flexible schedule availability, including nights, weekends, and holidays, is required. Commitment to teamwork, professionalism, and guest satisfaction is necessary.

Benefits (Full-Time Associates Only): Competitive wages, medical, dental, and vision insurance, life insurance and short/long-term disability options, 401(k) program with company match, tuition assistance, discounted room rates at Concord-managed hotels, training, development, and career advancement opportunities.

Why Join Concord? Concord Hospitality invests in its associates by providing training and development at all levels, from interns to executive leaders. Our "Associate First" culture supports and inspires personal development both within the workplace and beyond. We value work-life balance, diversity, and a commitment to providing the best customer service and quality accommodations in every market we serve. Built on five cornerstonesQuality, Integrity, Community, Profitability, and FUN!our associates proudly cheer: "We Are Concord!" We support diversity and inclusion through our mission to be a Great Place to Work for All.