Luxury Front Office Rooms Controller

Omni Hotels & Resorts; Carlsbad (CA); On-site; USD 48,000 - 62,000; Full time

Job summary

Omni La Costa Resort & Spa, located in Carlsbad, CA, is seeking a Rooms Controller to maintain accurate room inventory, pre-block special requests, and assist with guest check-ins/check-outs. You will coordinate with departments to fulfill guest preferences and ensure secure, smooth operations across the property.

The role requires front office experience, exceptional customer service, and the ability to multi-task in a fast-paced luxury environment.

Qualifications

• Previous luxury hotel experience is preferred.
• Previous front office experience is required.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills.
• Knowledge of Property Management Systems and related computer programs
• Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays.
• Highly developed customer service skills; friendly demeanor and strong problem-solving abilities.
• Proven ability to engage guests at all levels and provide warm, personalized service.

Responsibilities

• Pre-Block all arrivals with special requests.
• Ensure Luxury and Executive classrooms are pre-blocked.
• Process guest check-ins and check-outs according to Omni's Moments of Service and SOPs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to preferences.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and accurate folio settlement.
• Maintain guest history files and accommodate room changes expediently.
• Document all guest requests/complaints and follow up for guest satisfaction.
• Interact with other departments to satisfy guests' needs and provide warm service.

Skills

Customer service

Multi-tasking

Attention to detail

Organizational skills

Verbal & written communication

English proficiency

Tools

Property Management Systems

Payroll systems

Microsoft Office

Job description

Omni La Costa Resort & Spa, located in Carlsbad, CA, is seeking a Rooms Controller to maintain accurate room inventory, pre-block special requests, and assist with guest check-ins/check-outs. You will coordinate with departments to fulfill guest preferences and ensure secure, smooth operations across the property.

The role requires front office experience, exceptional customer service, and the ability to multi-task in a fast-paced luxury environment.