Rooms Controller

AC Hotel Miami Wynwood; Miami (FL); On-site; USD 30,000 - 40,000; Full time

Job summary

AC Hotel Miami Wynwood is hiring a Rooms Controller to warmly greet, register, and service guests according to hotel standards. The role requires strong customer service skills and the ability to resolve guest issues promptly.

Candidates should have a high school diploma and prior customer service experience. Opportunities exist for career advancement within the hotel. Join a dynamic team and contribute to guest satisfaction while following sustainability practices.

Qualifications

• Previous customer service experience or equivalent training.
• Knowledge of PMS systems preferred.

Responsibilities

• Greet and register guests in a friendly manner.
• Ensure guest satisfaction by resolving complaints.
• Perform bookkeeping activities and balance accounts.
• Assist guests with luggage during peak periods.

Skills

Customer service

PMS systems knowledge

Bookkeeping

Problem-solving

Education

High School diploma or equivalent

Job description

Opportunity: Rooms Controller

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Implement appropriate booking strategies to ensure that all parties are appropriately accommodated, and work with housekeeping and the reservations department regarding the distribution and status of guest rooms.

Potential Career Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Position Requirements

• Assign room according to guest request and preferences whenever possible.
• Pre-register designated guests and prepare key packets.
• Immediately greet guest and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish method of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe‑deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Experience

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.