Rooms Controller

Job Title: Rooms Controller

Department: Front Office / Rooms Division

Reports: Director of Front Office

Location: Hotel Phoenix Atlanta

Position Summary:

The Rooms Controller is responsible for managing room inventory, overseeing OTA arrivals, coordinating VIP experiences, and serving as a key liaison between departments to ensure all guest requests are fulfilled. This role supports both transient and group business, ensuring smooth pre-arrival, check-in, and in-house guest operations while maintaining high service standards.

Key Responsibilities:

• Assign rooms based on guest preferences and requests whenever possible
• Manage and verify all OTA arrivals, ensuring reservation accuracy and proper system integration
• Coordinate and oversee VIP arrivals, including room blocking, amenities, and special arrangements
• Organize and execute pre-registration and key packet preparation for arrivals and groups
• Coordinate group check-ins and pre-registration processes with relevant departments
• Review, track, and accommodate room changes, early arrivals, and late departures
• Monitor and maintain balanced room inventory to optimize occupancy and availability
• Work closely with Housekeeping, Engineering, and other departments to track and manage out-of-order and out-of-service rooms
• Identify and manage over-commitments and inventory discrepancies
• Confirm reservations, cancellations, and perform duplicate reservation checks
• Verify rates match market codes and document any exceptions
• Ensure proper billing setup and payment authorization for all transient guests
• Handle guest documentation, filing, and reservation verification (including links/certifications)
• Process and support guest check-ins/check-outs and activate room keys as needed
• Run and review daily operational reports
• Act as a liaison between Front Desk, Housekeeping, Engineering, Sales, and other departments
• Ensure all guest requests (transient) are communicated and fulfilled promptly
• Follow up with guests to ensure satisfaction and resolution of issues
• Receive, record, and relay messages accurately and professionally
• Responsible for PBX/phone operations during downtime or high call volume
• Courtesy call for all arrivals (Nuvola)

Service & Operational Standards:

• Follow all company policies and procedures
• Maintain a professional appearance and demeanor
• Protect confidential and proprietary information
• Deliver exceptional guest service, anticipating and responding to guest needs
• Communicate clearly and professionally with guests and team members
• Support guests with special needs or accommodations
• Build strong interdepartmental relationships and support team goals
• Serve as a role model within the department
• Comply with all quality assurance and brand standards

Physical & Additional Requirements:

• Ability to stand, sit, or walk for extended periods
• Ability to lift up to 10 lbs without assistance
• Comfortable using PMS systems, computers, and POS systems
• Perform other duties as assigned by management