Guest Rooms Controller & Reservations Lead

Hyatt Hotels Corporation; Nashville (TN); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with match

Employee hotel discounts

Paid vacation and sick time

Free parking

Company-paid disability & life

Job summary

Hyatt Hotels Corporation is seeking a Rooms Controller at Grand Hyatt Nashville. The role ensures efficient room allocation, smooth guest arrivals, and accurate reservation management in collaboration with Front Office to influence guest satisfaction and revenue during high-demand periods.

Responsibilities include leading Guest Service Agents, blocking rooms in the PMS, assigning VIPs, and communicating with leadership. Requires attention to detail and PMS proficiency.

Qualifications

• High school diploma or equivalent required.
• Minimum 6 months of experience in a hotel rooms division or front office.
• Experience with room assignments, reservations, or guest service preferred.

Responsibilities

• Lead and support Guest Service Agents in delivering seamless guest check-in experiences.
• Proactively block and pre-register suites and rooms in the PMS according to guest requests.
• Assign VIPs strategically in alignment with sales, events, and management priorities.
• Communicate oversells, special accommodations, and challenges to the front desk and leadership.
• Protect blocked rooms during sold-out periods to safeguard future arrivals.
• Audit reservations on group and tour resumes to confirm billing and room blocks.
• Attend Daily Business Review meetings to stay aligned with business trends and bookings.
• Verify billing details for third-party payments, group blocks, and credit card authorizations.
• Respond promptly and professionally to guest requests, resolving issues or escalating as needed.
• Partner with engineering and housekeeping to maintain accurate out-of-order and out-of-service room records.

Skills

Attention to detail

Clear communication

Guest service

Multitasking

Education

High school diploma or equivalent

Tools

PMS (Property Management System)

Job description

Hyatt Hotels Corporation is seeking a Rooms Controller at Grand Hyatt Nashville. The role ensures efficient room allocation, smooth guest arrivals, and accurate reservation management in collaboration with Front Office to influence guest satisfaction and revenue during high-demand periods.

Responsibilities include leading Guest Service Agents, blocking rooms in the PMS, assigning VIPs, and communicating with leadership. Requires attention to detail and PMS proficiency.