About the Role:

The Overnight Rooms Controller is responsible for managing hotel room inventory and supporting Front Office operations during overnight hours. This role oversees room assignments, arrivals, departures, guest communications, and telephone operations to maximize room utilization, maintain operational efficiency, and ensure an exceptional guest experience.

Position Responsibilities:

• Manage room inventory, room assignments, occupancy, and availability to optimize room utilization and operational efficiency.
• Block and pre-assign rooms for groups, entertainment/VIP arrivals, BAR guests, ADA-accessible rooms, connecting rooms, and special accommodation requests.
• Monitor inventory accuracy, overnight arrivals, departures, room status discrepancies, move room availability, and non-zero balance reservations to ensure accuracy and operational readiness for the next business day.
• Process guest folios, payments, charges, and settlements in accordance with hotel procedures.
• Run Advance Deposit Reports as needed and review Deposit Due Reports, identifying and resolving declined deposits.
• Review canceled reservations with deposits and process settlements or refunds in accordance with hotel policies and procedures.
• Update and maintain Online Travel Agency (OTA) reservations through platforms such as Booking.com and Expedia, including reviewing deposit-related issues, confirming guest arrivals, updating rates, and ensuring reservation accuracy.
• Provide professional guest communication and dispatch services by responding to guest inquiries, service requests, telephone calls, wake-up requests, and HOTSOS-related communications in a timely and efficient manner.
• Assist guests with concierge-related services and amenities, including scooter rentals, transportation arrangements, local information, and other guest requests.
• Handle guest packages, post charges accurately, and maintain complete and accurate guest records.
• Respond to guest and building emergencies and coordinate communication with Security and emergency response teams.
• Coordinate with Front Desk, Night Audit, Housekeeping, Security, and other departments to support efficient overnight operations.
• Maintain a high level of guest service while proactively resolving guest concerns and supporting overall guest satisfaction.
• Adhere to company policies, service standards, and compliance requirements while supporting overall Front Office operations during overnight hours.

Essential Functions

• Previous Front Desk experience preferred, with strong knowledge of Front Office operations, room inventory management, and guest service standards.
• Excellent communication, interpersonal, and customer service skills.
• Strong organizational, multitasking, analytical, and problem-solving abilities in a fast-paced environment.
• Proficient in Microsoft Office and hotel operating systems.
• Detail-oriented with a focus on accuracy, guest satisfaction, and maintaining confidentiality of guest and hotel information.
• Positive attitude, strong work ethic, and commitment to teamwork and operational excellence.
• Ability to work overnight shifts, weekends, and holidays as required.
• Ability to sit, stand, walk, and use computers and standard office equipment for extended periods throughout the shift.
• Travel to/from work and on-site attendance to perform the essential functions of the job

Requirements

Position Requirements:

• Computer proficiency
• Customer service experience, preferably in hospitality is required
• Ability to effectively communicate in English (Read, Write, Speak and Understand )
• Professional appearance and demeanor
• High school diploma or equivalent GED preferred

Benefits

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Pay Rate: $21.00/hour