FT Rooms Controller

Hilton; Las Vegas (NV); On-site; USD 38,000 - 52,000; Full time

Job summary

Hilton in Las Vegas is seeking a Rooms Controller to ensure smooth front desk operations, manage guestroom inventory, and deliver an exceptional arrival and departure experience. You will assist guests with check-in/check-out, over the phone, and via text while coordinating with Housekeeping and Reservations to optimize room readiness.

The role requires at least one year of luxury front desk experience, strong English communication, and the ability to multi-task in a fast-paced environment.

Qualifications

• One year of hotel front desk experience in a luxury environment.
• Strong written and spoken English communication.
• Able to multi-task and stay composed in a 24/7 operation.
• Willingness to support call center, VIP operations, and management requests.
• Professional appearance and demeanor at all times.

Responsibilities

• Independently manage hotel room inventory and assignments to maximize efficiency and guest satisfaction.
• Handle front desk operations, check-in/check-out, and guest inquiries by phone or text.
• Coordinate with Housekeeping, Reservations, and other departments to ensure room readiness.
• Process reservations, determine rates within guidelines, and handle billing inquiries.
• Run reports, assist with admin tasks, and support VIP and group arrivals.
• Provide empathetic guest service, resolve concerns, and offer alternatives when needed.

Skills

Excellent English communication

Customer service mindset

Cash handling

Multi-tasking

Team player

Professional appearance

Education

High school diploma or equivalent

Tools

POS systems

PMS / front desk software

Microsoft Office basics

Job description

Exceptional Hospitality Starts with You

The Rooms Controller is responsible for ensuring the front desk operation runs smoothly with regards to guestroom inventory and availability, as well as providing an exceptional arrival and departure experience for all guests. This also includes with assisting guests with check-in, check-out, over the phone, and via text message to ensure guests are served in a timely manner. The incumbent plays a key role in ensuring total guest satisfaction throughout a guest stay and will be an excellent problem solver.

Job Description

Exceptional Hospitality Starts with You

The Rooms Controller is responsible for ensuring the front desk operation runs smoothly with regards to guestroom inventory and availability, as well as providing an exceptional arrival and departure experience for all guests. This also includes with assisting guests with check-in, check-out, over the phone, and via text message to ensure guests are served in a timely manner. The incumbent plays a key role in ensuring total guest satisfaction throughout a guest stay and will be an excellent problem solver.

Responsibilities

• Independently manage hotel room inventory and room assignments to maximize operational efficiency, guest satisfaction, and profitability.
• Maintain full responsibility for daily room blocking, including special requests, VIP accommodations, operational priorities, and future arrival planning.
• Independently coordinate room assignments and pre-keying for group arrivals.
• Ensure all preparations are completed to facilitate seamless arrivals and departures for all guests.
• Manage pending rooms and maintain proactive communication with guests regarding room status and availability.
• Book/modify transient and group reservations, communicate reservation details, determine room rates within established guidelines, and process complex group billing accurately.
• Post charges, review/respond to billing inquiries, investigate/correct room rate discrepancies, and apply credits accurately.
• Assist Front Office Management with reporting, correspondence, administrative tasks, ordering, inventory, and special projects as assigned.
• Resolve guest concerns directly with empathy and professionalism, offering alternative solutions whenever possible and escalating issues as appropriate.
• In absence of MOD, assist with manager calls and requests
• Work closely with Housekeeping, Engineering, Reservations, Front Services, Sales & Events, Food & Beverage, and other departments to coordinate room readiness, guest preferences, and operational needs.
• Coordinate guestroom special projects and independently maintain out-of-order rooms, ensuring guestrooms are returned to inventory promptly.
• Run reports, conduct research, and complete administrative tasks to support personalized and seamless VIP experiences.
• Coordinate room assignment and arrival preparation for VIP and Special Attention guests in partnership with the Personal Concierge team.
• Support departmental upsell initiatives by strategically managing suite inventory and communicating upgrade opportunities to guests in a profitable manner.
• Exhibit exceptional knowledge of the property, room layouts, and room features.
• Coordinate fulfillment of guest requests and services through effective collaboration with Concierge, Housekeeping, Communications, Personal Concierge, Reservations, and Food & Beverage teams.
• Handle incoming and outgoing guest correspondence (e.g. telephone calls, messages, and email communications), including performing phone coverage for up to a full 8-hour shift as needed.
• Deliver exceptional guest service by responding promptly, efficiently, and courteously to guest requests throughout the guest experience.
• Maintain and update guest preference profiles while ensuring newly learned preferences and guest feedback are accurately documented.
• Greet and escort guests, VIPs, and groups in accordance with property standards while providing personalized recommendations.

Qualifications

One year of Hotel Front Desk experience within a luxury environment

• Strong written and communication skills in the English language.
• Basic computer and typing skills.
• Able to multi-task and remain composed at all times.
• Strong desire to provide excellent service to both guests and fellow team members.
• The ability to work well in a team environment.
• Able to stand for extended periods of time.
• Flexible schedule required to meet the demands of a 24-hour operation, which includes weekends, evenings, and holidays.
• Willingness to support call center, VIP operations, and management requests based on business needs
• Professional appearance and demeanor at all times.
• Strong demonstrated ability to handle cash and financial transactions
• Successful problem solving skills

About Us

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At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

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