Rooms Controller — Inventory & Guest Experience

Highgate; New York (NY); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability insurance

Long-term disability insurance

401(k) Retirement Plan

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program

Tuition reimbursement

Job summary

Highgate Hotels in New York seeks a Rooms Controller to oversee inventory control, front desk operations, and revenue support for a busy luxury property. You will balance daily room availability, coordinate with Revenue Management, and ensure seamless guest experiences across departments.

Key responsibilities include managing upsells, handling group blocks, resolving folio issues, and collaborating with Front Office, Housekeeping, Sales, and F&B to optimize occupancy and guest satisfaction in a

Qualifications

• Prior experience in Front Office, Rooms Operations, Reservations, or a similar role in a large hotel environment preferred.
• Working knowledge of PMS, OTA extranets, upsell platforms, and guest satisfaction tools.
• Strong analytical, organizational, and problem‑solving skills.
• Clear communicator with the ability to collaborate across departments.
• Comfortable operating in a fast‑paced, high‑volume, urban hotel setting.

Responsibilities

• Inventory & Room Control: Balance daily room inventory across segments and block the house strategically.
• Revenue & Upsell Management: Manage Nor1 upsell platform and support yield strategies.
• Guest Satisfaction & Brand Quality: Review guest surveys and drive service improvements.
• OTA & Distribution Channel Management: Manage OTA extranets and respond to inquiries.
• Group & Contract Management: Manage group blocks from contract loading through departure.
• Billing, Folios & Financial Coordination: Route and reconcile folios with Finance.
• Front Office Operations Support: Maintain supplies, prepare vouchers, support peak days.
• Interdepartmental Collaboration: Communicate with Housekeeping, F&B, and Sales to align priorities.

Skills

Front Office Experience

PMS Knowledge

OTA Extranets

Upsell Platforms

Guest Satisfaction Tools

Analytical Skills

Communication

Fast-paced Environment

Tools

PMS

OTA Extranets

Upsell Platforms

Guest Satisfaction Tools

Job description

Highgate Hotels in New York seeks a Rooms Controller to oversee inventory control, front desk operations, and revenue support for a busy luxury property. You will balance daily room availability, coordinate with Revenue Management, and ensure seamless guest experiences across departments.

Key responsibilities include managing upsells, handling group blocks, resolving folio issues, and collaborating with Front Office, Housekeeping, Sales, and F&B to optimize occupancy and guest satisfaction in a