Hotel Rooms Controller

Hotel Rooms Controller/Reservations Supervisor

Location: New York, NY

FLSA: Non-Exempt

Status: Full-time

Reports to: Director of Front Office/AGM

Pay Range: $25.00 - $30.00

About Us: We are visionaries in the hospitality industry, fueled by innovation and precision, and guided by our core values of being Dynamic, Deliberate, and Distinct. As a privately owned hotel management company, we are committed to providing experiences and opportunities for our guests to create lifelong memories through travel. Managing a portfolio of over 160 hotels across the United States, we offer extensive growth opportunities for our partners and investors, and exceptional hospitality career opportunities for our team members.

Job Summary: The Hotel's Rooms Controller/Reservations Supervisor is a direct support and liaison to the Front office team and reports to the Front Office Director. This position is responsible for overseeing the performance and day-to-day operations of the Hotel inventory through reservations Management and rooms inventory control. The position prioritizes auditing room rates, rooms and occupancy to ensure they align with business demands and needs. This position corrects and connects with guests and customers to ensure that reservations meet established standards and goals. This role also provides support to the Sales and Revenue teams with managing guest reservations, implementing hotel selling strategies, supervising processes and team activity.

Essential Functions and Duties:

• Supervise the daily operations of hotel through rooms inventory management, ensuring all reservations are accurately entered into the system and within house availability and pricing.
• Assist the Director of Front office and AGM in implementing strategies to maximize room occupancy and revenues.
• Train and mentor team members on reservations procedures, selling techniques, and customer service standards.
• Monitor performance and provide feedback to ensure goals and standards are met by all booking agents and agencies.
• Handle guest reservation inquiries, modifications, and cancellations in a timely and professional manner.
• Assist with managing group bookings, ensuring room blocks and rate agreements are properly maintained.
• Ensure all guest requests are met, including special accommodations, room preferences, and amenities.
• Resolve guest complaints and escalate issues to the Director of Front office when necessary.
• Prepare reports on reservation activities, including daily and weekly occupancy forecasts.
• Collaborate with the front desk, sales, and housekeeping departments to ensure smooth operations.
• Maintain up-to-date knowledge of hotel services, room types, rates, and promotions.
• Support the Director of Front office in administrative tasks and team leadership duties as required.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• Minimum of 2 years of experience in a reservations or front desk role, preferably in a hotel environment.
• Strong leadership and supervisory skills, with the ability to train and mentor team members.
• Proficiency in hotel reservation systems and property management systems.
• Excellent communication skills, both verbal and written, for interacting with guests and internal teams.
• Strong organizational skills with the ability to manage multiple tasks and prioritize in a fast-paced environment.
• Knowledge of hotel services, room types, rates, and promotions.
• Ability to resolve guest complaints and handle difficult situations with professionalism.
• Proficiency in Microsoft Office applications for managing reports and communication.

Work Environment:

• Primarily indoor office work with frequent use of computers for managing reservations and handling guest inquiries.
• Regular interaction with team members, guests, and other hotel departments, requiring strong communication and coordination skills.
• Must be available to work flexible hours, including evenings, weekends, and holidays, to meet business needs.
• Occasional lifting of objects up to 20 lbs., such as office supplies or documents.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

2026-06-02

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.