Luxury Room Allocation Lead — Elevate Guest Experience

IHG Hotels & Resorts; Umluj; On-site; SAR 90,000 - 130,000; Full time

Job summary

IHG Hotels & Resorts in Umluj, Saudi Arabia, seeks a Rooms Controller to oversee daily room operations, optimize allocations, and ensure a seamless guest journey from pre-arrival to departure. You will collaborate with Front Office, Housekeeping, Reservations, Revenue, Engineering and other departments to maintain inventory, honor guest preferences and uphold service standards.

Key requirements include prior Front Office or Rooms Division experience in luxury settings, strong attention to

Qualifications

• Experience in a luxury or upscale hospitality environment.
• Strong understanding of room inventory and Front Office operations.
• Familiarity with hotel PMS and reservation systems.
• Excellent communication and coordination skills.
• Fluent written and spoken English; additional languages are an advantage.

Responsibilities

• Review upcoming arrivals, departures, occupancy and room inventory to support effective daily planning.
• Pre-assigning rooms based on guest preferences, room availability, operational requirements and special requests.
• Identifying VIP guests, IHG One Rewards members and guests with special stay requirements and ensuring appropriate pre-arrival preparation.
• Reviewing guest profiles and reservations to ensure information, preferences, arrival times and special requests are accurately updated.
• Preparing for group arrivals by reviewing group requirements, rooming lists, billing instructions and special arrangements.
• Coordinating room readiness with Housekeeping and Engineering, including out-of-order and out-of-service rooms.
• Monitoring room availability and balancing room categories to maximize occupancy while protecting the guest experience.
• Identifying potential room inventory challenges or overbooking situations and escalating them to the relevant leaders.
• Supporting mobile and digital check-in and check-out processes where applicable.
• Ensuring room assignments, payment instructions, routing details and reservation notes are accurate before arrival.
• Reviewing traces, alerts and outstanding guest requests and following up with the relevant departments.
• Monitoring open folios, payment risks and outstanding balances and coordinating appropriate follow-up.
• Supporting Front Office operations with room moves, late check-outs, early arrivals and changes to existing reservations.
• Reviewing reservation and room inventory discrepancies between applicable hotel systems and taking corrective action.
• Supporting guest requests, concerns and service recovery cases and ensuring timely follow-up.
• Monitoring guest feedback and escalating recurring trends or operational concerns to the relevant leaders.
• Preparing daily operational reports and sharing important information with the Front Office leadership team.
• Coordinating show rooms, site inspections and special room requirements with Sales, Housekeeping and Engineering.
• Maintaining appropriate stock levels of Front Office collateral and operational supplies.
• Working closely with other departments to ensure the smooth flow of daily hotel operations.
• Ensuring all guest information and hotel records are handled accurately and confidentially.
• Following all hotel policies, procedures, brand standards and health and safety requirements.

Skills

Front Office experience

Reservations experience

Rooms Division experience

Attention to detail

Tools

PMS

Reservation systems

Job description

IHG Hotels & Resorts in Umluj, Saudi Arabia, seeks a Rooms Controller to oversee daily room operations, optimize allocations, and ensure a seamless guest journey from pre-arrival to departure. You will collaborate with Front Office, Housekeeping, Reservations, Revenue, Engineering and other departments to maintain inventory, honor guest preferences and uphold service standards.

Key requirements include prior Front Office or Rooms Division experience in luxury settings, strong attention to