What are the responsibilities and job description for the Front Office - Rooms Controller position at Pacific Hospitality Group?
Position Summary
The Rooms Controller is responsible for managing room inventory and booking strategies to ensure optimal occupancy, revenue maximization, and an exceptional guest experience. This role works closely with Front Office, Housekeeping, Engineering, Reservations, Sales, and Revenue Management to coordinate room status, guest accommodations, and special requests. The Rooms Controller assists with guest registration, resolves concerns, and provides professional, high-quality service that builds guest confidence and satisfaction.
Duties & Responsibilities
Essential Functions
1. Room Inventory Management
This job description is not intended to be all-inclusive. Management reserves the right to modify duties and responsibilities as business needs require. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Employment is at-will.
The Rooms Controller is responsible for managing room inventory and booking strategies to ensure optimal occupancy, revenue maximization, and an exceptional guest experience. This role works closely with Front Office, Housekeeping, Engineering, Reservations, Sales, and Revenue Management to coordinate room status, guest accommodations, and special requests. The Rooms Controller assists with guest registration, resolves concerns, and provides professional, high-quality service that builds guest confidence and satisfaction.
Duties & Responsibilities
Essential Functions
1. Room Inventory Management
- Maintain complete knowledge of all room types, including standard rooms, junior suites, and luxury suites.
- Ensure room inventory accuracy across the Property Management System (PMS), Revenue Management System, and Reservations System.
- Monitor room categories, bedding availability (up to three days in advance), and amenity requests (up to seven days in advance) to prevent overbooking.
- Review billing accuracy and identify duplicate reservations to maximize profitability and service quality.
- Manage and verify daily status of Out of Order and Out of Service rooms.
- Coordinate with Housekeeping, Engineering, and Front Desk, and communicate updates to Revenue Management.
- Work closely with Housekeeping to ensure room readiness, communicate special requests, and clear departures.
- Monitor arrivals to ensure rooms are ready by check-in time.
- Pre-block rooms for early arrivals, VIPs, and guests with special needs.
- Assign upgraded room types for VIPs while managing inventory for front desk revenue-generating upgrades.
- Review, track, and accommodate room changes or late check-out requests when possible.
- Coordinate room moves and expedite accommodations for guests waiting on room availability.
- Ensure special reservations are handled accurately and without error.
- Review group resumes and communicate relevant details to all departments.
- Block group rooms and special requests.
- Coordinate pre-registration and check-in procedures for arriving groups.
- Provide professional service to internal and external customers, handling challenging situations with patience and diplomacy.
- Resolve conflicts, collect accurate information, and keep supervisors informed of issues or safety concerns.
- Enter and track data using property systems.
- Run daily and periodic reports.
- Perform guest accounting functions, post charges, balance cash banks, and ensure accurate financial records.
- Resolve guest complaints within scope of authority or escalate to management as needed.
- Report unusual events, missing items, disruptive behavior, or safety issues to management and/or Security.
- Follow all safety policies, OSHA requirements, PPE usage, and HAZMAT procedures.
- Report unsafe conditions or defective equipment promptly.
- Report to work as scheduled and on time; regular attendance is an essential function.
- Perform Guest Services Agent duties during peak periods as needed.
- Welcome and register guests, issue key cards, verify payment methods, and provide information on hotel amenities.
- Handle incoming calls and process walk-in and telephone reservations accurately.
- Participate in training sessions, meetings, and briefings.
- Monitor guest satisfaction scores and work to improve overall guest experience.
- Report maintenance needs, unsafe conditions, or accidents to management.
- Previous guest service or customer service experience preferred.
- Excellent communication and interpersonal skills.
- Strong attention to detail and problem-solving ability.
- Basic math and computer skills.
- Ability to remain calm and professional in high-pressure or emergency situations.
- Fluency in English required; additional languages a plus.
- Ability to work independently and as part of a team.
- Flexible availability, including weekends, holidays, and varying shifts.
- Professional appearance and demeanor required.
- Completion of all required training.
- Ability to stand and walk for extended periods.
- Frequent use of hands for data entry and office equipment.
- Ability to lift and move luggage up to 70 pounds occasionally.
- Visual and auditory acuity sufficient for guest interaction and computer work.
- Work is primarily indoors with moderate noise levels and occasional exposure to dust, odors, or perfumes.
This job description is not intended to be all-inclusive. Management reserves the right to modify duties and responsibilities as business needs require. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Employment is at-will.