Rooms Controller

Grand Hyatt Nashville; United States; On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision (HSA)

Company-paid disability & life

Employee Assistance Program

401(k) with match

Employee discounts

Paid vacation & sick time

Job summary

Grand Hyatt Nashville is seeking a Rooms Controller to ensure efficient room allocation, smooth guest arrivals, and accurate reservation management. You will work closely with the Front Office team to influence guest satisfaction and revenue during high-demand periods.

Key duties include leading Guest Service Agents in seamless check-ins, pre-registering rooms in the PMS, assigning VIPs, and communicating oversells or special requests to front desk leadership.

Qualifications

• The role requires at least 6 months' experience in a hotel rooms division or front office.
• Experience with room assignments, reservations, or guest service is preferred.
• High school diploma or equivalent is required.

Responsibilities

• Lead and support Guest Service Agents in delivering seamless guest check-in experiences.
• Proactively block and pre-register suites and rooms in the PMS according to guest requests.
• Assign VIPs strategically in alignment with sales, events, and management priorities.
• Communicate oversells, special accommodations, and challenges to the front desk and leadership.
• Protect blocked rooms during sold-out periods to safeguard future arrivals.

Skills

Attention to detail

Communication skills

Problem-solving

Cross-department collaboration

Calm under pressure

Education

High school diploma or equivalent

Tools

PMS (Property Management System)

Job description

Description

The Rooms Controller plays a critical role in ensuring efficient room allocation, smooth guest arrivals, and accurate reservation management. By collaborating closely with the Front Office team, this role directly influences guest satisfaction, operational flow, and revenue management during high-demand periods.

Division Grand Hyatt Nashville

Description

The Rooms Controller plays a critical role in ensuring efficient room allocation, smooth guest arrivals, and accurate reservation management. By collaborating closely with the Front Office team, this role directly influences guest satisfaction, operational flow, and revenue management during high-demand periods.

How You’ll Shape The Experience & Future

• Lead and support Guest Service Agents in delivering seamless guest check-in experiences.
• Proactively block and pre-register suites and rooms in the PMS according to guest requests.
• Assign VIPs strategically in alignment with sales, events, and management priorities.
• Communicate oversells, special accommodations, and challenges to the front desk and leadership.
• Protect blocked rooms during sold-out periods to safeguard future arrivals.
• Audit reservations on group and tour resumes to confirm accuracy in billing and room blocks.
• Attend Daily Business Review meetings to stay aligned with business trends and bookings.
• Verify billing details for third-party payments, group blocks, and credit card authorizations.
• Respond promptly and professionally to guest requests, resolving issues or escalating as needed.
• Partner with engineering and housekeeping to maintain accurate out-of-order and out-of-service room records.
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Strong attention to detail with ability to manage multiple priorities.
• Clear and professional communication skills (verbal and written).
• Problem-solving and service recovery skills with guest-first mindset.
• Ability to collaborate effectively across departments.
• Proficiency in property management systems (PMS).
• Calm, professional demeanor under pressure.

Professional Experience

• Minimum 6 months of experience in a hotel rooms division or front office role.
• Previous exposure to room assignments, reservations, or guest service preferred.

ACADEMIC BACKGROUND

• High school diploma or equivalent required.

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Pay Rate: $18/hour

Position Requirements

Successful completion of a background check is required prior to employment.

EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.