Rooms Controller

Job description

About us InterContinental Hotels & Resorts has delighted luxury travellers since 1946, serving as a meeting place for heads of state, a setting for world-changing conversations, and the inspiration behind some of the world’s most memorable travel experiences. InterContinental The Red Sea Resort brings this spirit of discovery to one of the world’s most ambitious luxury destinations. Set within the pristine natural landscape of the Red Sea, the resort offers an exceptional guest experience shaped by thoughtful service, attention to detail and genuine hospitality. With the worldliness that travel brings, every stay will take your the employer to places you’d never expect. Rooms Controller As a Rooms Controller, you will play a key role in ensuring smooth daily room operations by managing room allocations, preparing for arrivals, coordinating with operational departments and supporting an exceptional guest journey from pre-arrival through departure. You will work closely with Front Office, Housekeeping, Reservations, Revenue, Engineering and other departments to ensure room inventory is optimized, guest preferences are anticipated and operational requirements are communicated effectively. A little taste of your day-to-day Every day is different, but you will mainly be: • Reviewing upcoming arrivals, departures, occupancy and room inventory to support effective daily planning. • Pre-assigning rooms based on guest preferences, room availability, operational requirements and special requests. • Identifying VIP guests, IHG One Rewards members and guests with special stay requirements and ensuring appropriate pre-arrival preparation. • Reviewing guest profiles and reservations to ensure information, preferences, arrival times and special requests are accurately updated. • Preparing for group arrivals by reviewing group requirements, rooming lists, billing instructions and special arrangements. • Coordinating room readiness with Housekeeping and Engineering, including out-of-order and out-of-service rooms. • Monitoring room availability and balancing room categories to maximize occupancy while protecting the guest experience. • Identifying potential room inventory challenges or overbooking situations and escalating them to the relevant leaders. • Supporting mobile and digital check-in and check-out processes where applicable. • Ensuring room assignments, payment instructions, routing details and reservation notes are accurate before arrival. • Reviewing traces, alerts and outstanding guest requests and following up with the relevant departments. • Monitoring open folios, payment risks and outstanding balances and coordinating appropriate follow-up. • Supporting Front Office operations with room moves, late check-outs, early arrivals and changes to existing reservations. • Reviewing reservation and room inventory discrepancies between applicable hotel systems and taking corrective action. • Supporting guest requests, concerns and service recovery cases and ensuring timely follow-up. • Monitoring guest feedback and escalating recurring trends or operational concerns to the relevant leaders. • Preparing daily operational reports and sharing important information with the Front Office leadership team. • Coordinating show rooms, site inspections and special room requirements with Sales, Housekeeping and Engineering. • Maintaining appropriate stock levels of Front Office collateral and operational supplies. • Working closely with other departments to ensure the smooth flow of daily hotel operations. • Ensuring all guest information and hotel records are handled accurately and confidentially. • Following all hotel policies, procedures, brand standards and health and safety requirements

Requirements

• Previous Front Office, Reservations or Rooms Division experience within a hotel environment.
• Experience in a luxury or upscale hospitality environment is preferred.
• Strong understanding of room inventory, reservations and Front Office operations.
• Familiarity with hotel property management and reservation systems.
• Strong attention to detail and ability to manage multiple priorities.
• Excellent communication and coordination skills.
• Strong problem-solving and decision-making ability.
• Ability to remain calm and organized in a fast-paced operational environment.
• Good understanding of guest service and luxury hospitality standards.
• Strong written and spoken English. Additional languages are an advantage.
• Flexibility to work different shifts based on operational requirements.
• What you can expect from us
• We give our people everything they need to succeed. From competitive pay and benefits to opportunities to grow professionally and personally, we create an environment where colleagues can bring their best selves to work.
• At the employer, we are committed to creating inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work.
• Join us and become part of the global IHG family, where we work together to deliver True Hospitality for Good.

Skills