Room Controller

Room Controller

The Room Controller plays a key role in ensuring a seamless guest experience by managing room assignments, monitoring guest preferences and acting as the communication link between the Front Office and operational departments. This role requires attention to detail, excellent communication skills, and a strong commitment to luxury hospitality standards.
What will I be doing?

Key Responsibilities:

• Oversee daily room allocations, ensuring guest preferences, special requests, and VIP arrangements are prioritized.
• Contact arrival guests prior to arrival (One to two days in advance) to confirm preferences, room readiness, and special arrangements.
• Conduct pre-departure calls during the guest’s stay to ensure satisfaction and address any concerns.
• Record all guest preferences obtained through calls in the CRM system and ensure they are properly documented.
• Prepare and share daily operational reports with relevant departments (Housekeeping, Engineering, Food & Beverage, etc.) to support smooth service delivery.
• Share any updates regarding VIP guests and their preferences with operational departments to ensure personalized service.
• Monitor room availability, coordinating closely with Reservations and Front Office to optimize room inventory and maximize revenue.
• Ensure all guest profiles are updated accurately with preferences and feedback for future stays.
• Liaise with Housekeeping and Engineering to follow up on room readiness, maintenance, or service issues.
• Assist the Front Office team in handling guest requests, complaints, or last-minute changes effectively.
• Uphold Waldorf Astoria brand standards and deliver personalized luxury service to every guest.

What are we looking for?

Room Controller Team Members serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Calm, efficient, and organized with great attention to detail
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
• Computer literate and able to navigate through Company systems
• Professional manner with an emphasis on hospitality and guest service
• Guest relations experience in the hotel, leisure, and/or entertainment sectors
• Proven ability to listen and respond to demanding Guest needs
• Conflict resolution experience
• Cash handling experience
  
  What will it be like to work for Hilton?
  

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!