Reservations​/Rooms Controller

The Resort Rooms Controller plays a critical role in curating exceptional guest experiences through strategic room assignment and inventory management. At Juniper Preserve, this position goes beyond logistics, ensuring every guest arrival is thoughtfully planned, personalized, and aligned with the resort’s brand standards. This role partners closely with Front Office, Housekeeping, Guest Services, and Engineering to deliver seamless operations, anticipate guest needs, and uphold the highest levels of service excellence.

• Oversee and optimize daily room inventory to maximize occupancy, revenue, and guest satisfaction
• Curate room assignments with a focus on personalization, considering guest preferences, stay history, VIP status, and special occasions
• Pre-block and meticulously prepare arrivals for VIPs, repeat guests, and high-value clientele
• Manage upgrades and suite allocations strategically to enhance guest satisfaction and loyalty
• Identify opportunities to elevate the guest journey through thoughtful room placement and surprise-and-delight moments
• Collaborate with Revenue Management to implement pricing strategies, promotions, and demand-based controls
• Monitor booking pace, pickup trends, and forecasting to support revenue optimization
• Analyze performance metrics (ADR, occupancy, conversion rates) and implement improvements
• Collaborate with Housekeeping to prioritize room readiness, ensuring suites and premium accommodations meet luxury presentation standards
• Partner with Guest Services teams to anticipate and fulfill special requests and experiences
• Coordinate closely with Engineering to ensure timely resolution of maintenance issues affecting guest rooms
• Support group and event arrivals by ensuring seamless rooming list execution and tailored accommodations

• Maintain real-time accuracy of room status (clean, inspected, out-of-order, out-of-service) within the PMS
• Monitor and execute overbooking strategies in alignment with revenue goals while preserving guest experience

• Oversee all reservation channels, including direct bookings, online travel agencies (OTAs), and third-party partners
• Ensure accurate input and management of room inventory, rates, packages, and restrictions in the PMS/CRS
• Coordinate and monitor owner and vacation rental reservations

• Maximize conversion rates through effective inquiry handling, upselling, and personalized recommendations
• Ensure all guest communications (phone, email, online) reflect luxury service standards and attention to detail
• Resolve room-related guest concerns with professionalism, discretion, and a service recovery mindset

• Hospitality degree preferred or equivalent luxury hotel/resort experience
• 2-4 years of experience in Rooms Division, preferably within a luxury hotel or resort environment
• Advanced proficiency in property management systems (e.g., Springer-Miller Preferred)
• Strong understanding of service standards and guest personalization practices
• Exceptional attention to detail and organizational skills
• Ability to remain composed and decisive in a fast-paced, high-expectation environment
• Excellent interpersonal and cross-departmental communication skills
• Flexibility to work varied shifts, including weekends and holidays

• Guest experience and personalization
• Strategic inventory and revenue awareness
• Discretion and professionalism
• Cross-functional collaboration
• Anticipatory service mindset
  
  Problem-solving with a focus on service recovery