Rooms Controller

The Camby, Autograph Collection is a boutique luxury hotel located in the heart of Phoenix, Arizona, offering a distinctive and vibrant work environment for those seeking an exciting career in hospitality. As a job applicant, joining the team at The Camby means being part of a unique property known for its upscale design, exceptional service, and dynamic atmosphere. The hotel offers a range of employment opportunities, from guest services to food and beverage, events, and more, providing a diverse and rewarding career path.

The Camby is committed to creating a culture that values creativity, innovation, and outstanding guest experiences. Employees can expect to work in a stylish and modern environment, where they can showcase their skills, grow their career, and be part of a team that delivers memorable experiences to guests. Joining the team at The Camby presents a unique opportunity to be part of a one-of-a-kind hotel that is at the forefront of Phoenix's hospitality scene.

As a Rooms Controller, you will be the creative pulse of our guest journey-turning digital messaging into meaningful connections, empowering seamless stays, and bringing our unique lifestyle brand to life. If you thrive on creating memorable experiences, anticipating needs, and making every moment count for our guests, we invite you to join our dynamic team at The Camby and elevate your hospitality career with us.

Guest Experience & Front Desk Support Responsibilities

• Monitor and respond promptly to all guest communications received through Guest Experience Platform (GXP) and Kipsu, ensuring timely, professional, and personalized interactions.
• Address guest requests, service recovery opportunities, and guest feedback in accordance with Marriott and The Camby service standards.
• Coordinate with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to fulfill guest requests and resolve concerns efficiently.
• Document guest preferences, requests, service issues, and resolutions accurately within hotel systems.
• Proactively engage with in-house guests through messaging platforms to anticipate needs, enhance satisfaction, and create memorable experiences.
• Escalate urgent guest concerns to leadership and ensure appropriate follow-through until resolution is achieved.
• Monitor guest feedback trends and communicate opportunities for operational improvement to hotel leadership.

Front Desk Coverage & Operational Support

• Provide front desk coverage as operational needs require, including guest check-in and check-out, cash handling, room assignments, key issuance, and guest service assistance.
• Serve as a resource for Front Desk Agents during peak business periods, staffing shortages, and high-volume arrivals.
• Maintain a visible presence in the lobby and front office areas to support guest engagement, service recovery, and operational efficiency.
• Assist with VIP arrivals, room moves, special requests, and guest issue resolution to ensure a seamless guest experience.
• Support daily Front Office operations while balancing Rooms Control responsibilities related to room inventory, housekeeping coordination, and guest communications.

Key Performance Expectations

• Maintain consistent monitoring of GXP and Kipsu throughout assigned shifts.
• Ensure timely responses and effective resolution of guest inquiries and concerns.
• Demonstrate strong written and verbal communication skills reflective of The Camby's luxury lifestyle brand.
• Support departmental guest satisfaction, service excellence, and operational efficiency goals.
• Exhibit flexibility in supporting both Rooms Control and Front Desk operations to meet business demands and maintain exceptional guest service standards.

• Previous experience in a customer service role, preferably in a hotel or hospitality environment
• Excellent communication and interpersonal skills
• Previous cash handling experience required
• Strong problem-solving abilities and the ability to remain calm under pressure
• Proficiency in computer systems and demonstrated experience with hotel property management software
• Outstanding organizational and multitasking skills
• Ability to work flexible schedules, including evenings, weekends, and holidays
• High School diploma or equivalent

Davidson Hospitality Group is an award-winning, full-service hospitality management company overseeing hotels, restaurants, dining and entertainment venues across the US. A trusted partner and preferred operator for…