Rooms Controller - Front Office (Full Time)

Overview

South Florida’s beacon of hospitality, Pier Sixty-Six Resort has returned to Fort Lauderdale. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave is home to an extraordinary luxury resort featuring 325 guest rooms, suites, and villas, alongside an exclusive collection of Private Residences, world-class dining, a luxurious spa, and curated guest experiences. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you.

We are currently seeking a detail-oriented, strategic, and service-driven Rooms Controller to join our Front Office team.

The Rooms Controller is responsible for managing room inventory, coordinating room assignments, and ensuring room readiness to support seamless guest arrivals and overall operational efficiency. This role works closely with Front Office, Housekeeping, Engineering, and Reservations to maintain accurate room status, optimize inventory, and uphold Forbes and standards. The Rooms Controller plays a critical role in creating an operational bridge between Front Desk, Housekeeping, Engineering, Guest Experience and Group and Events team.

Responsibilities

Maintain complete knowledge of and comply with all resort and departmental policies, service procedures, and Forbes Travel Guide standards.

Ensure accurate and strategic room blocking and assignment based on guest preferences, VIP status, operational priorities, and inventory availability.

Review daily arrivals, departures, stayovers, and group movements to ensure proper room allocation and readiness.

Review group resume’s in detail and ensure all special requests accommodated.

Review and Assign Group Specific VIP’ and also special requests are actioned. Review reservations notes in advance to highlight special guests requests. (Crib, Microwave, Extra pillows Etc.) Ensur alice tickets are placed in advance, to ensure all requests are completed prior to guests arrival.

Balance room inventory daily to prevent oversell situations and optimize room utilization.

Monitor room availability status and ensure accurate real-time updates in the Property Management System.

Coordinate closely with Housekeeping to: o Prioritize room cleaning and inspections for arrivals based on arrival times of guests. o Track room readiness and expedite early arrivals o Resolve room status discrepancies o Ensure timely release of clean and inspected rooms o Review and Reassign queue room

Work collaboratively with Engineering to: o Monitor out-of-order and out-of-service rooms o Follow up on maintenance issues impacting room availability o Ensure rooms are returned to inventory promptly

Ensure all VIP rooms are pre-blocked, inspected, and aligned with guest preferences and special requests. o Ensure all rooms are ready by 2 pm of the arrival date. o If early arrival known, coordinate with housekeeping and place room on manual hold.

Review and process special requests, including: o Early check-ins o Late check-outs o Connecting rooms o Accessible room requirements o Long-stay accommodation

Anticipate sold-out situations and assist leadership in managing inventory challenges, including relocation strategies when necessary.

Support Front Desk operations by ensuring rooms are pre-assigned and ready to minimize wait times and lobby congestion.

Assist in managing group room blocks by: o Reviewing rooming lists for accuracy o Coordinating group arrivals and special requests o Coordinating with the group contacts to review and assign rooms based on the groups requirementso Ensuring proper allocation of room types and upgrades

Monitor and control complimentary upgrades, ensuring alignment with revenue strategies and avoiding unnecessary revenue loss.

Identify and flag Potential Upsell Opportunities

Ensure same day reservations are proactively assigned.

Maintain accurate notes, traces, and alerts within the PMS system.

Communicate effectively with all operational departments regarding room status, priorities, and changes throughout the day.

Resolve room assignment discrepancies, last-minute changes, and operational challenges in a timely and professional manner, ensuring minimal impact on the guest experience.

Proactively monitor and escalate guest requests that are not being actioned within the expected timeframe, coordinating closely with Housekeeping and Front Office leadership to ensure prompt resolution.

Review and track the status of Out of Order and Out of Inventory rooms daily; monitor progress toward returning rooms to inventory and escalate any delays or concerns to the appropriate departments

Perform any additional duties and responsibilities as assigned by the Supervisor or Management to support departmental operations and maintain exceptional guest service standards.

Qualifications

High school diploma or equivalent required; associate's or bachelor's degree in Hospitality Management, Hotel Administration, or a related field preferred.

Minimum of 2–3 years of experience in hotel operations, preferably within Front Office, Reservations, Rooms Division, or Revenue Management.

Previous experience in a Rooms Controller, Front Office Coordinator, Reservations Coordinator, or similar role preferred.

Strong understanding of hotel room inventory management, room assignments, occupancy levels, and room status coordination.

Working knowledge of Property Management Systems (PMS)

Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.

Ability to analyze occupancy reports, room availability, arrival and departure patterns, and operational data.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced luxury hotel environment.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with Front Office, Housekeeping, Reservations, and other operational departments.

Strong attention to detail and problem-solving skills, particularly when managing room discrepancies, special requests, VIP arrivals, and inventory challenges.

Ability to maintain confidentiality and exercise sound judgment when handling guest information and operational matters.

Flexibility to work varying shifts, including weekends and holidays, based on operational needs.

Key Competencies

Attention to detail and accuracy

Strong operational awareness

Effective communication and coordination

Strategic thinking in inventory management

Guest-focused mindset

Effective Multitasking

Ability to anticipate needs and act proactively

Strong time management and prioritization

Physical Requirements

Ability to sit and work at a computer for extended periods while maintaining focus and attention to detail.

Ability to stand, walk, and move throughout the property as needed to support Rooms Division operations.

Ability to lift, carry, push, and pull materials weighing up to 15 pounds occasionally.

Ability to use a computer, keyboard, telephone, and other office equipment with frequent and repetitive hand and wrist movements.

Ability to communicate effectively in person, over the phone, and through written correspondence.

Ability to read, review, and interpret reports, schedules, reservations, occupancy data, and operational documentation.

Ability to maintain visual concentration when reviewing computer screens, reports, and reservation systems.

Ability to move between office areas and operational departments as needed.

Ability to work in a fast-paced environment, manage competing priorities, and respond to operational demands.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

Group medical, dental, vision, life, and disability benefits

Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement

An employee assistance program

Paid time off/sick time

Participation in a 401(k) plan with a company match

Complimentary team member meals

Complimentary room nights at CoralTree Hospitality managed properties

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality. #piersixtysixresort