Hotel Group Rooms Controller - FULL TIME

Graceland, Inc.; Memphis (TN); On-site; USD 32,000 - 52,000; Full time

Job summary

Graceland, Inc. in Memphis is seeking a Reservations/Room Coordinator to support the Hotel Manager and Director of Sales. The role involves coordinating room assignments, liaising with sales, front desk, and housekeeping to ensure guest satisfaction.

Responsibilities include reviewing arrival reports, monitoring VIP channels, updating external partner bookings, and maintaining room status with Engineering and Housekeeping. Flexibility for weekends, holidays, and overtime is required.

Qualifications

• High school or equivalent education required.
• Bachelor’s Degree preferred.
• Prior reservations or group coordinator experience required.
• Strong communication and organizational abilities required.

Responsibilities

• Review arrival reports to plan room assignments in PMS for individual and group reservations.
• Monitor VIP channels to coordinate guest experience and room assignments.
• Update reservations from external agencies via email/extranet.
• Maintain Out of Order/Out of Service Rooms with Engineering and Housekeeping.
• Respond to Reservations’ contacts and guests regarding upcoming stays.

Skills

Communication skills

Organizational skills

Typing 50 wpm

Sales-related skills

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Word

Excel

Account management software

Job description

This is a full-time position located in the Operations Department with variable/flexible working hours to include weekends, holidays and overtime as required. Benefits will be offered after successful completion of a sixty (60) day introductory period. This is a promotional opportunity and is an internal/external recruitment.

Job Description

The position provides support to the Hotel Manager and Director of Sales. Primary duties include being liaison on room related requests between sales, front desk, housekeeping. In addition, other duties include working closely with all departments within the resort to ensure that functions run smoothly, and the expectations of the guest are met and exceeded.

Essential Responsibilities

• Review arrival reports to strategically plan room assignments in PMS for individual and group reservations, coordinating special requests.
• Monitors multiple VIP channels to assure appropriate room assignments and coordination of guest experience.
• Monitors and updates all external partner travel agencies’ reservations via email and extranet channels.
• Maintain Out of Order/Out of Service Rooms with Engineering and Housekeeping.
• Responds to Reservations’ Point of Contacts and Guests as required concerning upcoming stays at the hotel.
• Input rooming lists and supply web-link and directions for on-line reservation blocks.
• Communicates with departments, including management, on oversells, challenges, special accommodations unmet, etc.
• During high occupancy periods, safeguards room assignments for future arrivals (one/two-night holes).
• Verifies daily external partner travel agencies’ billing details and establishes appropriate reservations’ routing for accuracy and completion.
• Attend to all VIP reservations by putting them into management and VIP status.
• Prepare finalized group pick-up report for proper reconciliation and billing.
• Independently carry out multiple tasks at one time effectively and efficiently.
• Demonstrates a professional, pleasant, and enthusiastic demeanor at all times
• Assist in special projects/assignments as requested by Leadership

Job Requirements

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills, including Word, Excel, and Account Management software.
• Must have excellent interpersonal and sales-related skills.
• Must have exceptional organizational skills.
• Must be able to handle multiple tasks and projects daily.
• Must be able to accurately type at least 50 words per minute.
• Must be able to work independently with little or no supervision
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• This position requires extended hours and weekends as needed for business demands.

Qualification Standards

Education: High school or equivalent education required. Bachelor’s Degree preferred. Experience: Prior reservations or group coordinator experience required.

Licenses or Certificates: Not applicable.

Grooming: All employees must maintain a neat, clean and well-groomed appearance per company standards.

Application Process

Must be able to pass a background check and pre-employment drug test.

We are an equal opportunity employer.

This position will remain open until filled.