Reservations/Rooms Controller

SUMMARYThe Resort Rooms Controller plays a critical role in curating exceptional guest experiences through strategic room assignment and inventory management. At Juniper Preserve, this position goes beyond logistics, ensuring every guest arrival is thoughtfully planned, personalized, and aligned with the resort's brand standards. This role partners closely with Front Office, Housekeeping, Guest Services, and Engineering to deliver seamless operations, anticipate guest needs, and uphold the highest levels of service excellence.ESSENTIAL DUTIES AND RESPONSIBILITIESRoom Inventory & Guest Experience ManagementOversee and optimize daily room inventory to maximize occupancy, revenue, and guest satisfactionCurate room assignments with a focus on personalization, considering guest preferences, stay history, VIP status, and special occasionsPre-block and meticulously prepare arrivals for VIPs, repeat guests, and high-value clienteleManage upgrades and suite allocations strategically to enhance guest satisfaction and loyaltyIdentify opportunities to elevate the guest journey through thoughtful room placement and surprise-and-delight momentsRevenue Strategy & PerformanceCollaborate with Revenue Management to implement pricing strategies, promotions, and demand-based controlsMonitor booking pace, pickup trends, and forecasting to support revenue optimizationAnalyze performance metrics (ADR, occupancy, conversion rates) and implement improvementsInterdepartmental CoordinationCollaborate with Housekeeping to prioritize room readiness, ensuring suites and premium accommodations meet luxury presentation standardsPartner with Guest Services teams to anticipate and fulfill special requests and experiencesCoordinate closely with Engineering to ensure timely resolution of maintenance issues affecting guest roomsSupport group and event arrivals by ensuring seamless rooming list execution and tailored accommodationsRoom Status & Operational AccuracyMaintain real-time accuracy of room status (clean, inspected, out-of-order, out-of-service) within the PMSMonitor and execute overbooking strategies in alignment with revenue goals while preserving guest experienceReservations & Distribution ManagementOversee all reservation channels, including direct bookings, online travel agencies (OTAs), and third-party partnersEnsure accurate input and management of room inventory, rates, packages, and restrictions in the PMS/CRSCoordinate and monitor owner and vacation rental reservations Guest Communication & ConversionMaximize conversion rates through effective inquiry handling, upselling, and personalized recommendationsEnsure all guest communications (phone, email, online) reflect luxury service standards and attention to detailResolve room-related guest concerns with professionalism, discretion, and a service recovery mindsetQUALIFICATIONSHospitality degree preferred or equivalent luxury hotel/resort experience2-4 years of experience in Rooms Division, preferably within a luxury hotel or resort environmentAdvanced proficiency in property management systems (e.g., Springer-Miller Preferred)Strong understanding of service standards and guest personalization practicesExceptional attention to detail and organizational skillsAbility to remain composed and decisive in a fast-paced, high-expectation environmentExcellent interpersonal and cross-departmental communication skillsFlexibility to work varied shifts, including weekends and holidaysSKILLSGuest experience and personalizationStrategic inventory and revenue awarenessDiscretion and professionalismCross-functional collaborationAnticipatory service mindsetProblem-solving with a focus on service recovery