Resort Rooms Controller: Guest Services & Inventory

Sun-Valley-Resort; Sun Valley (ID); On-site; USD 52,000 - 76,000; Full time

Job summary

Sun Valley Resort in Sun Valley, Idaho is seeking a Rooms Controller to manage daily front desk operations, block and balance guestrooms, and coordinate guest services with multiple departments.

This role requires strong guest service, familiarity with Opera and Passkey, and the ability to handle high volumes while maintaining accuracy and confidentiality. Evening, weekend, and holiday work is expected.

Qualifications

• Previous experience in a hotel or resort Front Desk position preferred.
• Strong guest service skills and professional communication abilities, including the ability to interact with guests and owners with discretion and care.
• Ability to manage a high volume of tasks and multitask changing environment while maintaining accuracy and attention to detail.
• Strong listening, problem-solving, and decision-making skills, with the ability to understand, clarify, and respond appropriately to guest concerns.
• Ability to learn and use property management and reservation systems; experience with Opera and Passkey preferred.
• Strong organizational skills and the ability to manage room inventory, reservation details, and guest requests accurately.
• Demonstrated commitment to exceptional customer service and promoting a positive, collaborative work environment for team members
• Attention to detail and the ability to recognize facility and service standards that contribute to a quality resort experience.
• Ability to maintain confidentiality and handle sensitive guest information appropriately.
• Ability to work evenings, weekends, and holidays as business needs require.

Responsibilities

• Approach every encounter with guests, owners, and team members in a professional and personalized manner.
• Block and balance guestrooms to enhance revenue opportunities and ensure stay through availability.
• Conduct PBX operations: answer and direct calls, dispatch guest requests, and serve as central communications hub for the resort.
• Accept and document transportation requests and communicate departure times with guests and bell service.
• Block VIPs and upgrade-eligible reservations into appropriate room categories while protecting inventory for upsell opportunities.
• Block rooms to ensure availability of owner units with back-to-back reservations during high demand periods.
• Assist in the management of Out of Order and Out of Service inventory with Housekeeping, Engineering, and Front Desk, and keep Revenue Management informed.
• Cross trained on Front Desk to assist during high volume or breaks.
• Assist with the input of group rooming lists, including auditing rooming lists, reviewing routing, payment details, etc.
• Respond to guest messaging through the provided platform.
• Handle guest reservations by phone, email, and in person, including new bookings, modifications, cancellations, and same-day inquiries, ensuring rates, room types, and guest preferences are accurately captured in Opera. Apply upsell techniques and package knowledge to maximize revenue on every call.
• Take deposits on reservations when decided by the reservation and cancellation type.
• Handle wake‑up calls, in‑room dining order routing, emergency call procedures, and after‑hours guest inquiries in accordance with resort standards.
• Maintain the confidentiality of all guest information and pertinent resort data, as well as the security and privacy of high‑profile guests, in accordance with Sun Valley Resort standards.
• Ensure inventory in the property management system (Opera) is in balance and take prompt corrective action when variances appear.
• Monitor group inventory blocks in Passkey and Opera to ensure systems remain synchronized and address any interface failure notifications.
• Actively participate in daily briefings, pre‑arrival meetings, and resume reviews.
• Perform other duties as assigned.

Skills

Guest services

Multitasking

Communication skills

Problem-solving

Attention to detail

Discretion and confidentiality

Team collaboration

Evenings/weekends/holidays flexibility

Tools

Opera PMS

Passkey

Job description

Sun Valley Resort in Sun Valley, Idaho is seeking a Rooms Controller to manage daily front desk operations, block and balance guestrooms, and coordinate guest services with multiple departments.

This role requires strong guest service, familiarity with Opera and Passkey, and the ability to handle high volumes while maintaining accuracy and confidentiality. Evening, weekend, and holiday work is expected.