Rooms Controller

Description

As a Rooms Controller associate at Concord Hospitality, you will be the voice of the hotel, providing courteous and professional service to guests while supporting front office and room service operations. Your role ensures smooth communication, accurate information, and exceptional guest experiences.

• Maintain complete knowledge of hotel amenities, layout, local attractions, and transportation options.
• Provide accurate directions and information regarding the immediate and metro area.
• Stay updated on in‑house groups, functions, and daily memos.
• Assist with reservations, pre‑registration, and blocking of rooms when necessary.
• Handle guest check‑ins and check‑outs courteously and professionally.
• Promote guest‑related programs such as Marriott Rewards and comment cards.
• Balance cashiering transactions consistently and maintain neatness in the work area.
• Record and resolve guest complaints in the Guest Response Program with timely follow‑up.
• Answer phones with proper etiquette, ensuring professional and courteous communication.
• Take and process room service orders accurately; use sales dialogue to promote menu items.
• Prepare and manage wake‑up call requests; ensure accuracy and proper handling.
• Handle mail, messages, and TTY/TDD calls per outlined procedures.
• Attend scheduled department meetings and complete Service Excellence training.

• Prior hospitality or front office experience preferred.
• Strong communication and customer service skills.
• Ability to multitask and remain calm during high‑volume periods.
• Knowledge of hotel reservations, credit policies, and emergency procedures.
• Familiarity with culinary terminology and beverage service standards a plus.
• Flexible schedule availability, including nights, weekends, and holidays.
• Commitment to teamwork, professionalism, and guest satisfaction.

• Competitive wages
• Medical, dental, and vision insurance
• Life insurance and short/long‑term disability options
• 401(k) program with company match
• Tuition assistance
• Discounted room rates at Concord‑managed hotels
• Training, development, and career advancement opportunities

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.