Rooms Controller

Position Summary

The Rooms Controller is a cross-functional role that ensures Sheraton's signature guest experience by optimizing room inventory, assignments, and housekeeping coordination, while also supporting the sales team with group blocks, contract administration, and pickup reporting. This position bridges Front Office, Housekeeping, Revenue Management, and Sales to deliver accurate availability, seamless group stays, and maximized revenue every day and for every arrival.

Key Responsibilities

Rooms Control & Inventory Management

• Daily Room Assignment & Optimization: Pre-block and assign rooms according to guest preferences, VIP statuses, accessibility needs, room type parity, and operational constraints; continuously rebalance inventory to minimize out-of-order/out-of-service impact.
• Rooms Inventory Management: Coordinate early arrivals, late check outs, and stayovers, and manage out of order room count
• Availability & Integrity: Monitor overbooking risk, room type accuracy, and parity; flag discrepancies
• Forecasting Support: Partner with Front Office leadership on short term demand forecasts and adjust room controls to optimize sellout strategies.
• Guest Recovery & Preferences: Track guest profiles, repeat stay preferences, and service recovery commitments; ensure special requests (cribs, rollaways, connecting rooms) are accurately allocated and communicated.
• Compliance & Audit: Uphold cash handling, key control, data privacy, and audit standards, maintain accurate room status and notes for shift to shift continuity.
  
  

Group Sales Coordination

• Block Management: Build, maintain, and adjust group room blocks; track pickup daily and report variances to Sales & Revenue.
• Contract & Document Administration: Support Sales Managers with contract routing, addendums and rooming list validation; ensure billing instructions and tax exempt documentation are complete.
• Cutoff & Pickup Reporting: Run and distribute pickup, wash, and pace reports; recommend block expansions/reductions based on demand, displacement, and sell-through.
• Communication & Timeline Management: Serve as the operational liaison for group planners and internal teams (Front Office, Housekeeping, Banquets, Engineering) to ensure timelines, arrivals/departures, VIP lists, and special amenities are executed.
• Pre-Arrival Readiness: Validate rooming lists, split reservations, shoulder night strategies, and special requests; coordinate pre-keying, luggage handling notes, and amenity placement with appropriate departments.
• Post-Event Reconciliation: Support final billing review, no show analysis, and pickup reconciliation; document lessons learned for future blocks.
  
  

Success Metrics (KPIs)

• Room Assignment Accuracy (e.g., % of requests fulfilled; % VIP rooms pre-blocked)
• Group Pickup & Pace Accuracy (variance vs. forecast; on-time cutoff management)
• Sellout Efficiency (minimized relocations/overbooks; optimized room type utilization)
• Housekeeping Turn Alignment (on-time readiness for arrivals; reduced wait times)
• Guest Satisfaction Scores
• Data Integrity (audit findings; error rate on rooming lists and billing instructions)
  
  

Core Competencies

• Operational Excellence: Converts complex inventory constraints into clear, guest-centric room plans.
• Cross-Functional Collaboration: Aligns Sales, Front Office, Housekeeping, and Engineering on shared timelines and outcomes.
• Customer Focus: Anticipates planner and guest needs; resolves issues quickly and professionally.
• Data Discipline: Maintains clean blocks, accurate room statuses, and reliable reporting.
• Judgment & Integrity: Handles confidential data, keys, and financial instructions in compliance with policy.