Rooms Controller

Description Position Overview

We are seeking an experienced Guest Services Rooms Controller who is passionate about delivering exceptional hospitality while supporting the daily success of our Front Office operations. This role is responsible for providing outstanding guest service while managing room assignments, coordinating group arrivals, and serving as a key liaison between Guest Services, Sales, Housekeeping, and other hotel departments.

The ideal candidate is a detail-oriented hospitality professional who thrives in a fast-paced environment, enjoys both guest-facing and operational responsibilities, and takes pride in creating seamless arrival experiences. As part of the Rooms Division team, you will contribute to a collaborative culture while supporting our commitment to thoughtful service, operational excellence, and sustainability.

What You'll Do
Guest Experience

• Deliver warm, engaging, and personalized service to every guest.
• Provide exceptional front desk support through check-in, check-out, and throughout the guest stay.
• Anticipate guest needs and proactively identify opportunities to enhance the guest experience.
• Assist guests with requests, special accommodations, and service recovery opportunities.
• Maintain comprehensive knowledge of hotel services, amenities, local recommendations, and operational procedures.
• Create seamless arrival experiences by ensuring guest preferences, requests, and special occasions are accurately communicated and prepared.

Rooms Coordination & Sales Support

• Serve as a key liaison between Front Office and Sales teams to support group and special arrival needs.
• Manage and maintain group rooming blocks, ensuring accuracy of reservations, room assignments, and arrival details.
• Review group profiles, VIP arrivals, special requests, and amenities prior to arrival.
• Coordinate guest amenities, welcome gifts, and special arrangements with Housekeeping, Food & Beverage, and other operational departments.
• Assist Sales with group-related updates, changes, and operational communication.
• Ensure group information is accurately entered and communicated across departments.
• Identify potential room assignment challenges and proactively communicate solutions.

Front Office Operations

• Work scheduled Front Desk shifts while maintaining exceptional guest service standards.
• Manage daily room assignments to maximize operational efficiency and guest satisfaction.
• Review arrivals and departures to ensure room readiness, special requests, and preferences are addressed.
• Monitor room inventory, room status, and out-of-order rooms to support effective inventory management.
• Communicate room priorities with Housekeeping and Front Office leadership.
• Assist with reservation discrepancies, room moves, and guest requests.
• Complete shift reports, daily checklists, and operational documentation accurately.
• Support cash handling procedures and maintain compliance with hotel standards and policies.

Systems & Communication

• Utilize the property management system and hotel technology to maintain accurate reservations, room assignments, and guest information.
• Maintain accurate group notes, arrival details, and internal communication records.
• Communicate effectively with Sales, Housekeeping, Engineering, Food & Beverage, and Front Office leadership.
• Ensure important operational information is shared between departments and shifts.
• Maintain guest confidentiality and handle sensitive information appropriately.

Teamwork

• Work collaboratively with all hotel departments to create a seamless guest experience.
• Support fellow team members during busy periods and contribute to a positive team culture.
• Participate in ongoing training and continuously develop Front Office, systems, and hospitality knowledge.
• Assist with process improvements that enhance communication and operational efficiency.
• Perform other duties as assigned.

Qualifications

• Minimum 2 years of hotel Front Office experience.
• Previous experience with room assignments, group arrivals, or sales coordination preferred.
• Strong understanding of hotel reservations, room inventory, and Front Office operations.
• Experience with property management systems and guest service technology.
• Excellent organizational skills with exceptional attention to detail.
• Strong communication and relationship-building skills across multiple departments.
• Ability to prioritize multiple deadlines and operational needs in a fast-paced environment.
• Professional appearance and positive attitude.
• Ability to work independently while supporting team goals.
• Must be able to work evenings, weekends, and holidays.

Physical Requirements

• Stand and walk for extended periods.
• Frequently lift and carry up to 25 pounds.
• Reach, bend, stoop, and perform repetitive motions throughout the shift.
• Ability to remain attentive and engaged while working in a guest-facing environment.
• Work efficiently in a fast-paced hotel environment.

Sustainability & Stewardship

As part of the Populus team, every associate plays a role in supporting our commitment to sustainability. Guest Services Rooms Controllers are expected to:

• Educate guests on hotel sustainability initiatives and available amenities.
• Support digital-first processes and reduce unnecessary paper usage.
• Encourage efficient communication and operational practices to reduce waste.
• Support thoughtful room assignment practices that maximize operational efficiency.
• Promote sustainable practices while delivering exceptional hospitality.

What We Look For

Successful team members are:

• Passionate about hospitality and creating memorable guest experiences.
• Highly organized and detail-oriented.
• Reliable, accountable, and team-oriented.
• Strong communicators who enjoy building relationships across departments.
• Adaptable and calm under pressure.
• Comfortable balancing guest-facing responsibilities with behind-the-scenes operational tasks.
• Committed to professionalism, service excellence, and continuous improvement.

Why Join Us

At Crescent Hotels & Resorts, we believe our associates are the heart of everything we do. We are committed to creating an inclusive, supportive workplace where you can grow your career while delivering exceptional hospitality.

Eligible associates enjoy:

• Competitive pay
• Comprehensive benefits package
• 401(k) with company match
• Flexible scheduling
• Employee hotel discounts throughout North America
• RTD EcoPass
• Learning and development opportunities
• A collaborative culture where you can grow, contribute, and shine

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


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