This job is closed
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About the position
The Rooms Controller at B Ocean Resort is responsible for managing room assignments, monitoring room blocks, and handling guest inquiries related to reservations. This role ensures that guests receive exceptional service by accommodating their requests and preferences, coordinating check-in procedures, and maintaining accurate records in the Property Management System. The position requires a detail-oriented individual who can manage multiple priorities in a fast-paced environment while providing outstanding hospitality to guests.
Responsibilities
- Welcome and acknowledge all guests according to company standards.
- 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.
- Maintain and update database containing preferences of repeat and VIP guests.
- Identify any over-commitments by room type (e.g., bedding, view, size).
- Review, track, and accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
- Confirm reservations and cancellations.
- Activate room keys and secure valid payment.
- Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIPs, early arrivals, guest recognition).
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Receive, record, and relay messages accurately, completely, and legibly.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
- Review requests for late check-outs and approve according to occupancy.
- Ensure rates match market codes and that any exceptions are documented and include an explanation.
- Perform duplicate reservation checks and verify and adjust billing for guests.
- File guest paperwork or documentation and set up/process all guest check-ins/check-outs.
- Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
- Follow all company policies and procedures.
Requirements
- High School Diploma or equivalent.
- Minimum of one (1) year Luxury/Lifestyle hotel experience preferred.
- Command of the English language both written and verbal.
- Well organized and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
- Self-starting personality with an even disposition.
- Ability to work beyond standard hours when necessary, including evenings, weekends, and holidays.
Nice-to-haves
- Experience with OPERA Hotel system.
- Previous guest relations or customer service experience in hospitality.
Benefits
- Travel reimbursement
- AD&D insurance
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Paid time off
- Employee assistance program
- Vision insurance
- 401(k) matching
- Employee discount
- Life insurance
