Rooms Controller

Job Description

Job Description

The hotel Rooms Controller is responsible for managing room inventory, optimizing room assignments, and maximizing hotel occupancy. They act as the central communication hub between the front desk, housekeeping, and maintenance teams to guarantee a seamless guest experience and handle room requests. Review all arriving reservations and block rooms according to Hhonors status, rate plan or types of requests.

Essential Functions:

• Possess Ability to establish and maintain effective working relationships with guests and other team members.

• Able to keep information about incoming groups and guests confidential.

• Knowledge of ONQR&I is preferred.

• Ability to handle phone calls, emails, and paperwork all at the same time. Able to work in a fast paced, non-stop work environment.

• Set up group SRPs in OnQR&I

• Inputting rooming lists and setting up billing

• Process advanced deposit payments and absorb unused or forfeited deposits

• Process Internet reservations

• Serve as a backup for the front desk

• Perform crosschecks to look for group guests booked outside blocks

• Research and post charges for no-shows, late cancellations, and early departures

• Assist the sales, catering and convention services managers with group questions

• Accurate filing of group folders and paperwork

• Accept and return reservation calls that cannot be handled at the 1-800 number or by Streator

• Other duties as assigned by the supervisor, such as working in other areas of the front office.

$20 - $24 hourly

• Room Allocation & Upgrades: Assign incoming reservations to appropriate rooms based on guest preferences, special requests, and VIP status. Balance room types to enhance revenue opportunities.
• Cross-Departmental Liaison: Coordinate with Housekeeping and Engineering to manage room turnover, prioritize urgent check-ins, and track "out-of-order" or "out-of-service" rooms.
• Inventory & System Management: Use Property Management Systems (PMS) to monitor room availability, prevent overbooking, block rooms for preventive maintenance, and generate administrative reports.
• Issue Resolution: Act as an operations dispatcher to troubleshoot room-related issues, handle check-in/pre-registration procedures, and resolve guest complaints.

• Experience: Typically requires a minimum of 2 years working in a front desk, reservations, or guest services role.
• Technical Skills: Proficiency in hotel property management systems and reservation software.
• Communication: Exceptional verbal and written communication skills for interacting with guests and multitasking across different hotel departments.
• Attention to Detail: Deep knowledge of the hotel's property layout, room features, and capacity for upgrades.
• Hilton and PEP experience preferred.

A downtown Cincinnati icon since 1931, the Netherland Plaza's authentic French Art Deco architecture and design are recognized as a National Historic Landmark. We offer three unique ballrooms and a host of adjoining, bespoke spaces to meet a variety of event needs.

We are located in the heart of the city center, just steps from theaters, museums, blue-chip corporate headquarters, and stadiums. In addition, our restaurant and lounge offer an amazing ambiance to enjoy a crafted cocktail, a small bite, or a lavish meal.