Rooms Controller

Grand Bohemian Charlotte - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Accommodation

About the position

The Rooms Controller position at the Grand Bohemian Charlotte is a vital role that focuses on managing the property’s room inventory and organizing room assignments for incoming guests. This position is essential in providing exceptional guest service and ensuring that all guests are accommodated according to their preferences. The Rooms Controller is expected to have comprehensive knowledge of every room offered at the property and to implement effective booking strategies. This role involves close collaboration with housekeeping and the reservations department to maintain the status and distribution of guest rooms, ensuring that the highest level of service is provided in alignment with the company’s mission and core values. In this role, the Rooms Controller will be responsible for a variety of tasks including assigning rooms based on guest requests, pre-registering guests, and preparing key packets. The incumbent will also organize and coordinate check-in procedures for arriving groups, review and accommodate requests for room changes, confirm reservations, and manage billing adjustments. Daily responsibilities include running reports, following up with guests to ensure satisfaction, and maintaining accurate records of guest communications. The Rooms Controller must adhere to company policies and procedures, maintain a professional appearance, and protect company assets while fostering positive relationships with guests and team members. The position requires a proactive approach to guest service, anticipating needs and addressing any issues that arise. The Rooms Controller will serve as a role model within the department, supporting team goals and complying with quality assurance standards. The work environment is dynamic, requiring the ability to adapt to changing priorities and deadlines while maintaining a high level of professionalism and collaboration. Physical demands include standing for extended periods, lifting objects up to 50 lbs, and navigating a busy shared workspace.

Responsibilities

• Manage the property room's inventory and organize room assignments for incoming guests.
• Assign rooms according to guest requests and preferences whenever possible.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review, track, and accommodate requests for room/check-out changes; communicate status to appropriate staff.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily and ensure rates match market codes.
• Verify and adjust billing for guests and file guest paperwork or documentation.
• Set up/process all guest check-ins/check-outs and activate room keys.
• Secure valid payment and identify any over-commitments.
• Perform duplicate reservation checks and block rooms as necessary.
• Run daily reports and follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately and completely.
• Follow all company policies and procedures; maintain confidentiality of proprietary information.
• Welcome and acknowledge all guests according to company standards; assist individuals with disabilities.
• Speak with others using clear and professional language; prepare and review written documents accurately.
• Coordinate tasks and work with other departments; develop and maintain positive working relationships with others.

Requirements

• Bachelor's degree in Business or related training equivalent required.
• 1+ year of relevant work experience in a similar scope and title required.
• Experience within luxury brand/markets required.
• Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment.
• Ability to remain calm in various situations, use sound judgment, and effectively solve problems.
• Strong written, verbal, and interpersonal skills.

Nice-to-haves

• Student or graduate of hotel management preferred.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Life insurance
• Pet insurance