Front Office Rooms Control Agent

Arizona Grand Resort & Spa; Phoenix (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Arizona Grand Resort & Spa in Phoenix seeks a seasoned hospitality professional to manage room inventory and optimize arrivals for leisure guests, VIPs, and groups. You will coordinate with Front Office and Housekeeping to ensure timely room readiness and smooth check-ins, while maintaining accurate status in the Springer Miller system.

Strong organizational skills, attention to detail, and proficiency with hotel systems are essential for delivering exceptional guest experiences in a high-energy

Qualifications

• High school diploma or equivalent required; college degree preferred.

Responsibilities

• Manage and block group and leisure reservations in Springer Miller to support arrivals.
• Own available room inventory, including suites and VIPs, ensuring accurate assignments.
• Identify inventory gaps and minimize short-notice gaps using General Availability screen.
• Collaborate with Front Office and Housekeeping to coordinate rooms-not-ready during peak periods.

Skills

Hospitality experience

Inventory management

Organization

English communication

Education

High school diploma or equivalent

Tools

Springer Miller System

Zingle

Job description

Shape The Arrival Experience At A Phoenix Resort Where Every Detail Matters

At Arizona Grand Resort & Spa, the guest experience begins long before the first key is handed over. It starts with a room that is ready, thoughtfully assigned, and perfectly aligned with each guest’s stay.

Set against the striking desert landscape near South Mountain, Arizona Grand is a destination where spacious suites, warm hospitality, and the energy of Phoenix come together. This is an opportunity for a sharp, composed hospitality professional to take command of room inventory and help create smooth, memorable arrivals for leisure travelers, VIPs, groups, and resort guests from around the world.

You’ll be the strategic force behind the scenes - balancing inventory, anticipating needs, coordinating across departments, and making smart decisions at pace. When occupancy is high and arrivals are in motion, you’ll bring order, urgency, and elevated service to every room assignment.

What You’ll Make Happen

• Manage and block group and leisure reservations within the Springer Miller system, ensuring room assignments support guest preferences, operational needs, and the overall arrival strategy.
• Own available room inventory, including specialty suites, special requests, long-stay guests, VIP arrivals, late departures, and "do not move" room designations.
• Identify and resolve inventory opportunities using the General Availability screen, including minimizing one- and two-night gaps in inventory.
• Partner closely with Front Office and Housekeeping teams to coordinate "rooms not ready" during high-occupancy periods and help drive the most efficient room-turn cycle possible.
• Maintain the Housekeeping Queue and prioritize room releases based on guest arrival order, VIP status, and evolving operational requirements.
• Coordinate rushed-room requests with the Housekeeping Dispatcher, continuously monitoring room status and assigning newly available accommodations to waiting guests.
• Communicate room readiness to guests through Zingle, inviting them to collect keys once their accommodations are available.
• Keep Zingle communications and templates current, accurate, polished, and aligned with resort standards.
• Coordinate amenity delivery arrangements with Guest Suite Dining and protect applicable room assignments in the Springer Miller system.
• Create and maintain the daily "Today in Guest Service" report, ensuring the Front Desk and Bell Desk have the essential group details needed to deliver a seamless welcome.
• Pre-register and pre-key group rooms for satellite check-in or as requested by group leaders.
• Complete group resume requests and support the operational details that make large arrivals feel effortlessly personal.
• Assist the Manager on Duty with room-related concerns and service recovery opportunities.
• Support the Front Desk during peak arrival and departure periods, break coverage, and high-volume guest communication needs.
• Manage assigned Front Desk and key-station responsibilities at the Oasis satellite area on scheduled dates.
• Assist with departmental onboarding and new-hire training.
• Oversee third-party accounting and reconciliation billing needs with accuracy and discretion.

Own The Moment When Demand Is Highest

In a desert destination resort, arrival patterns can move quickly. During peak check-in periods, you’ll serve as the central point of control for room readiness and guest communication. Your goal: create the most efficient, equitable, and gracious check-in experience possible - even when the lobby is energized and rooms are still turning.

• Take clear ownership of the rooms-control process for your assigned shift.
• Coordinate the release of ready rooms and support the orderly check-in of waiting guests.
• Answer incoming calls and Zingle messages to reduce pressure on Front Desk colleagues and keep guests informed.
• Deliver calm, confident decisions that serve the guest, the team, and the business.

What You Bring To The Team

• High school diploma or equivalent required; a college degree is preferred.
• Prior hospitality experience is preferred.
• A natural ability to make sound, efficient decisions in a fast-moving environment.
• Strong organizational instincts and an eye for details that others may miss.
• Confidence using moderately complex computer systems, with the ability to troubleshoot software issues as needed.
• Comfort performing moderately complex mathematical calculations accurately.
• Clear, professional verbal and written communication skills in English.
• A polished presence and personal presentation appropriate for a Four-Diamond resort environment.
• A collaborative spirit, ethical judgment, and a genuine commitment to exceptional guest service.

Why This Work Matters

Great resort stays feel effortless to the guest. Behind that ease is a team of professionals who understand timing, inventory, communication, and the art of anticipating what comes next. Here, your decisions will help set the tone for poolside weekends, family escapes, milestone celebrations, group gatherings, and unforgettable Phoenix getaways.

If you thrive where precision meets hospitality—and where every well-timed room assignment can turn a wait into a welcome—this is your place to make an impact.

The Arizona Grand Resort & Spa’s leaders and associates believe each guest should be treated with respect and professionalism. We create a genuine experience, enticing our guests to return again and again. In order to be successful at The Arizona Grand Resort & Spa, associates must share our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our 21 Service Essentials drive our actions for the benefit of our associates and guests. Our fun, friendly and enthusiastic associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

Source: Hospitality Online