Rooms Controller

Job Identification: 224961

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

Equal Opportunity Employer EOE, including disability/vets

Exceptional Hospitality Starts with You

The Rooms Controller is responsible for ensuring the front desk operation runs smoothly with regards to guestroom inventory and availability, as well as providing an exceptional arrival and departure experience for all guests. This also includes with assisting guests with check-in, check-out, over the phone, and via text message to ensure guests are served in a timely manner. The incumbent plays a key role in ensuring total guest satisfaction throughout a guest stay and will be an excellent problem solver.

Here's what you'll do during a typical day:

• Independently manage hotel room inventory and room assignments to maximize operational efficiency, guest satisfaction, and profitability.
• Maintain full responsibility for daily room blocking, including special requests, VIP accommodations, operational priorities, and future arrival planning.
• Independently coordinate room assignments and pre-keying for group arrivals.
• Ensure all preparations are completed to facilitate seamless arrivals and departures for all guests.
• Manage pending rooms and maintain proactive communication with guests regarding room status and availability.
• Book/modify transient and group reservations, communicate reservation details, determine room rates within established guidelines, and process complex group billing accurately.
• Post charges, review/respond to billing inquiries, investigate/correct room rate discrepancies, and apply credits accurately.
• Assist Front Office Management with reporting, correspondence, administrative tasks, ordering, inventory, and special projects as assigned.
• Resolve guest concerns directly with empathy and professionalism, offering alternative solutions whenever possible and escalating issues as appropriate.
• In absence of MOD, assist with manager calls and requests
• Work closely with Housekeeping, Engineering, Reservations, Front Services, Sales & Events, Food & Beverage, and other departments to coordinate room readiness, guest preferences, and operational needs.
• Coordinate guestroom special projects and independently maintain out-of-order rooms, ensuring guestrooms are returned to inventory promptly.
• Run reports, conduct research, and complete administrative tasks to support personalized and seamless VIP experiences.
• Coordinate room assignment and arrival preparation for VIP and Special Attention guests in partnership with the Personal Concierge team.
• Support departmental upsell initiatives by strategically managing suite inventory and communicating upgrade opportunities to guests in a profitable manner.
• Exhibit exceptional knowledge of the property, room layouts, and room features.
• Coordinate fulfillment of guest requests and services through effective collaboration with Concierge, Housekeeping, Communications, Personal Concierge, Reservations, and Food & Beverage teams.
• Handle incoming and outgoing guest correspondence (e.g. telephone calls, messages, and email communications), including performing phone coverage for up to a full 8-hour shift as needed.
• Deliver exceptional guest service by responding promptly, efficiently, and courteously to guest requests throughout the guest experience.
• Maintain and update guest preference profiles while ensuring newly learned preferences and guest feedback are accurately documented.
• Greet and escort guests, VIPs, and groups in accordance with property standards while providing personalized recommendations.

• One year of Hotel Front Desk experience within a luxury environment
• Strong written and communication skills in the English language.
• Basic computer and typing skills.
• Able to multi-task and remain composed at all times.
• Strong desire to provide excellent service to both guests and fellow team members.
• The ability to work well in a team environment.
• Able to stand for extended periods of time.
• Flexible schedule required to meet the demands of a 24-hour operation, which includes weekends, evenings, and holidays.
• Willingness to support call center, VIP operations, and management requests based on business needs
• Professional appearance and demeanor at all times.
• Strong demonstrated ability to handle cash and financial transactions
• Successful problem solving skills

At Hilton, we don't just deliver exceptional experiences for our guests—we build an…