Rooms Controller

Yearly

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.

The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel

Park Lane New York, situated on Billionaires’ Row – home to the world’s most coveted addresses on Central Park South – has been completely reimagined as a departure from its neighbors and serves as aunique and inclusive retreat within walking distance of the city’s cultural hubs including Lincoln Center,Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610rooms – nearly half of which provide sweeping park-facing views – and 11,000 square feet of reimagined indoor and outdoor event space.

A fitness center perched on the fifth floor offers state-of-the-art equipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel’s second floor, and Central Park South’s only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.

The Rooms Controller partners closely with Front Office, Housekeeping, Revenue Management, Sales, Food & Beverage, and Finance to ensure accurate inventory control, smooth arrivals and departures, and thoughtful handling of guest needs. Success in this role requires strong judgment, attention to detail, and the ability to balance guest experience with commercial outcomes.

Inventory & Room Control

• Balance daily room inventory across transient, group, and contracted business, ensuring alignment with forecasted demand and operational realities.
• Block the house strategically, accounting for VIPs, groups, extended stays, maintenance, housekeeping flow, and special guest requirements.
• Clear daily due-outs and resolve room status discrepancies to maintain system accuracy and support seamless check-in experiences.

Revenue & Upsell Management

• Manage and optimize the Nor1 upsell platform, ensuring inventory accuracy and consistent fulfillment of confirmed upgrades.
• Partner closely with Revenue Management to support yield strategies, overbooking controls, sell-out dates, and compression management.
• Monitor room-type availability and assist with inventory decisions that maximize both guest satisfaction and revenue performance.

Guest Satisfaction & Brand Quality

• Review, respond to, and analyze all guest satisfaction surveys, including Hyatt channels and third-party platforms.
• Compile and maintain guest satisfaction score dashboards, highlighting trends, root causes, and improvement opportunities.
• Share insights with leadership and department heads to drive service recovery,…