Guest-Centric Rooms Controller & Front Desk Specialist

Plazahotelelpaso; Miami, Northern (FL, KY); Hybrid; USD 32,000 - 52,000; Full time

Job summary

HHM Hotels is seeking a Rooms Controller in Miami to greet, register and service guests while upholding brand and sustainability standards.

You will pair with housekeeping and the reservations department to manage room distribution, perform pre-registration tasks, and handle payments, reservations, and guest requests. A focus on guest satisfaction and efficient front desk operations is essential.

Qualifications

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.
• Assign room according to guest request and preferences whenever possible.
• Pre-register designated guests and prepare key packets.
• Register and assign guests to hotel rooms.
• Establish method of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Customer service

Education

High School diploma or equivalent

Tools

PMS systems

Job description

HHM Hotels is seeking a Rooms Controller in Miami to greet, register and service guests while upholding brand and sustainability standards.

You will pair with housekeeping and the reservations department to manage room distribution, perform pre-registration tasks, and handle payments, reservations, and guest requests. A focus on guest satisfaction and efficient front desk operations is essential.