Rooms Controller

The Hotel

Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.

Location

The Watergate Hotel is centrally located in Washington, D.C., a city of political power, prestige, and elegance is culturally rich with theaters, museums, architectural splendors and unforgettable national memorials. The Watergate Hotel is situated within walking distance of the best the city has to offer.

Position Overview

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.

Position 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.

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

Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.


It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.