Rooms Controller - Plunge Beach Resort

Job Title: Rooms Controller

Department: Rooms/Front Office

Reports To: Front Desk Manager

Job Summary:
The Rooms Controller is responsible for managing the resort’s direct phone system and communication within departments. This role solves all reservations changes/amendments, works closely with Front desk, Housekeeping and Engineering to ensure proper and efficient operations. The Front Desk Curator overall coordinates with various resort departments to ensure seamless guest service and communication flow.

Key Responsibilities:

• Respond to guest calls/ inquiries, reservations email, third party extranets, Quore and Canary
• Contact guests whose cards have declined payment 72hrs before arrival or immediately for advance purchase bookings
• Assign rooms as new reservations come in and create Day Use reservations as they are received
• Remind guests about the activity of the day or any new activation of the day
• Follow up on special requests from guests
• Rush rooms with HSK and ENG by follow up with both departments
• VIP rooms with HSK and ENG, and follow up with both departments
• Coordinate with Front Desk, Housekeeping and Engineering to dispatch service requests efficiently
• Handle emergency communications per resort protocols
• Maintain accurate logs of calls, messages, guest requests and incidents
• Maintain confidentiality and security of guests and resort information
• Provide courteous and efficient service that aligns with the resort’s guest service standard
• Ensure compliance with hotel policies and procedures related to room allocation
• Call guests in queue who are on property waiting to be checked in once a room is available
• Support Front Desk team as required during high- volume periods

. Ensure that the next day's arrivals are checked by honoring special requests as much as possible

. Maintain effective communication with all hotel departments to ensure smooth daily operations.

Qualifications:

• High school diploma or equivalent; Hospitality degree preferred.
• 2 years of experience in front office, reservations, or rooms control in a hotel environment.
• Proficiency in hotel PMS systems (e.g. Opera, OnQ, or similar).
• Strong organizational skills and attention to detail.
• Excellent communication and problem-solving abilities.
• Ability to work in a fast-paced environment and handle pressure situations.

. Flexible schedule especially PM shifts, including weekends, holidays, and shifts as needed.

Working Conditions:

• Primarily indoor, office-based work environment within the resort.