The posting
The Rooms Controller is a key operational role responsible for managing room assignments, coordinating with Housekeeping, and supporting the Front Office team to ensure seamless guest experience. This position requires strong communication skills, attention to detail, and a proactive approach to problem-solving in a fast-paced hotel environment.
Essential Functions & Responsibilities:
- Assign rooms based on guest preferences, room type availability, and operational needs.
- Pre-register designated guests, prepare key packets, and verify room readiness prior to arrival.
- Organize and coordinate check-in and pre-registration process for all incoming groups.
- Review, track, and accommodate change requests for room type or check-out extension, and communicate updates to relevant teams.
- Confirm reservations and cancellations with attention to detail and accuracy in system updates.
- Monitor and update the out-of-order room status daily in coordination with Maintenance and Housekeeping.
- Verify and adjust guest billing when necessary, ensuring financial accuracy and policy compliance.
- Process guest check-ins and check-outs while activating keys and validating payment methods.
- Identify and resolve over-commitments in room inventory by collaborating with Revenue and Reservations.
- Run daily operational reports and distribute findings to the Front Office and management teams.
- Balance the rack regularly to maintain accurate room count and inventory control.
- Manage back-to-back reservations efficiently to ensure smooth transitions and timely room readiness.
- Attend resume meetings to gather arrival information and coordinate special service arrangements.
- Add Palms Place Owner rooms into the OTM system, ensuring proper handling and tracking.
- Receive, record, and relay messages accurately while maintaining professional communication standards.
- Assist with any additional tasks or responsibilities assigned by the Front Office leadership team.
- All other duties as assigned
Required Qualifications:
- High school diploma or equivalent; additional coursework in hospitality, business, or operations is a plus
- Two to three years of customer service experience with at least two years of front desk and rooms controller experience.
- Proficiency with hotel property management systems (e.g., LMS) and Microsoft Office Suite
- Ability to balance the room rack accurately and manage back-to-back reservation scenarios
- Strong understanding of inventory control and room assignment logic, especially in high-volume environments
- Skilled in coordinating with multiple departments, including Housekeeping, Front Office, and Maintenance
- Experience preparing and executing pre-registration processes, group arrivals, and resume meeting follow-through
- Familiarity with Palms Place Owner room procedures, including OTM system use and recordkeeping
- Excellent attention to detail when confirming reservations, activating keys, and verifying guest billing
- Strong organizational skills and time management abilities in a fast-paced and dynamic setting
- Effective verbal and written communication skills with a professional demeanor in guest and team interactions
- Ability to multitask while maintaining poise, especially during high demand shifts or service challenges
- Physical ability to lift and carry up to 20 pounds.
- Willingness to work flexible hours including nights, weekends, and holidays as required by business levels
Physical Demands & Work Environment:
- Work is performed in a lounge and office setting.
- Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
- May be exposed to smoke.
- The noise level in the work environment is usually moderate to loud.
- Constant contact with executives, department management, team members, and guests.
- Prolonged sitting or standing and mobility.
- Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 25 pounds occasionally.
- Eye/hand coordination.
- Use of standard office equipment.
- Ability to distinguish letters, numbers, and symbols.
- May be required to work evening, weekends and holiday shifts
Equal Opportunity Employer:
Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Palms Casino Resort, its affiliates and subsidiaries, will make reasonable accommodations in compliance with applicable law.
We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!
