Rooms Control Agent - FT

Highgate

Las Vegas (NV)

On-site

USD 23,000 - 34,000

Full time

26 hours ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement Plan with employer-m

Paid holidays

Paid vacation

Paid sick leave

Tuition reimbursement

Job summary

Highgate Hotels in Las Vegas is seeking a Rooms Controller Agent to optimize room inventory and support front desk operations. You will answer guest inquiries, manage reservations, and coordinate with housekeeping and engineering to ensure smooth room turnover.

The role requires hotel experience, customer service skills, and proficiency with Opera. Hours are variable, with potential long shifts and weekend work as needed.

Qualifications

Experience in a hotel or related field is required.
Experience with Opera is required.
Customer service experience is required.
Computer experience is required.
High School diploma or equivalent is required.
Flexible and long hours may be required.

Responsibilities

Answer incoming calls professionally and courteously.
Manage hotel room inventory and assist with front desk operations.
Block VIP guests and manage Out of Order/Out of Service inventory.
Handle check-ins/outs and rate quoting with guests.
Coordinate with Housekeeping and Engineering for room status.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Teamwork

Education

High School diploma or equivalent

College coursework helpful

Tools

Opera

Job description

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward‑thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry‑leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Hourly

Location

Overview

The purpose of the Rooms Controller Agent Position is to increase guest preference of our hotel and Highgate Hotels brand. The Rooms Controller assigns hotel rooms to guests based on their reservation and unique requests and preferences. The Rooms Controller will maintain and manage the hotel’s inventory of guest rooms while supporting front desk operations with reservation and rooms related information. Rooms Controllers are responsible for blocking VIP guests, managing Out of Order and Out of Service inventory, managing guest queue and discrepancies, performing room changes and guest follow up, managing and facilitating pre reg/pre key groups, managing all airline assignments and pre keys, managing guest upgrade requests/hotel upgrade revenue, receiving and responding to guest feedback via multiple feedback forums.

Responsibilities

Answer incoming calls professionally and courteously.
Assist callers with needs and requests without transferring whenever possible.
Monitor and manage hotel Room Type inventory, communicating concerns and identifying solutions.
Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
Run and complete credit limit report daily.
Review Guest Arrivals and Trace File daily, following through on guest requests and preferences.
Follow all cash handling and credit policies.
Be aware of all rates, packages and special promotions.
Communicate room’s challenges/inventory concerns to front office team on a daily basis.
Serve as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals.
Serve as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
Be aware of closed out and restricted dates.
Manage discrepancies and queues quickly and efficiently.
Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
Be familiar with hospitality terminology.
Have knowledge of emergency procedures and assist as needed.
Handle check‑ins and checkouts in a friendly, efficient and courteous manner.
Have a complete understanding of House and guest room availability at all times.
Manage all Out of Order and Out of Service rooms.
Use proper two‑way radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Balance and prepare individual paperwork for closing of shift according to hotel standards.
Monitor and action Nor1 eStandby upgrade requests with intent to maximize hotel revenue.
Monitor and respond to guest feedback via RealTime feedback and any other necessary feedback forums.
Manage all Mobile Check In in timely and efficient manner.
Manage Airline assignments and applicable pre reg/pre key.
Maintain a clean work area.
Assist management team with rooms related projects.

Qualifications

Experience in a hotel or a related field required.
Experience with Opera required.
Customer Services experience required.
Computer experience required.
High School diploma or equivalent required.
College course work in related field helpful.
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to occasionally stand during long periods of time.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross‑train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

We are pleased to offer to our full‑time associates a comprehensive and competitive benefits package designed to support your health, well‑being, and financial future.

Medical insurance, dental insurance, vision insurance, life insurance, short‑term and long‑term disability insurance 401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave (provided in accordance with applicable law)
Employee assistance program (EAP)
Educational opportunities / Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based In Washington

8 paid holidays per year
Up to 20 days of paid vacation per year, based on classification and length of service
Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based In Colorado

8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
Up to 20 days of paid vacation per year, based on classification and length of service
6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based In California

8 paid holidays per year
Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non‑supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.