Rooms Controller cum Guest Relations

The Rooms Controller cum Guest Relations Officer is responsible for overseeing room allocation and inventory control while ensuring exceptional guest service experiences. This role acts as a key liaison between Front Office, Housekeeping, and guests to optimize room assignments and maintain high guest satisfaction levels.

Key Responsibilities

Rooms Control Duties

• Monitor daily room inventory, availability, and occupancy status.

• Assign rooms according to guest preferences, VIP status, and operational requirements.

• Coordinate closely with Housekeeping to ensure room readiness and cleanliness status updates.

• Handle room moves, upgrades, and special room requests.

• Ensure accurate room status in the Property Management System (PMS).

• Assist in managing overbookings and last-minute changes efficiently.

Guest Relations Duties

• Welcome VIPs and special guests upon arrival.

• Handle guest inquiries, feedback, and complaints professionally and promptly.

• Ensure special arrangements (anniversaries, birthdays, honeymoon setups, etc.) are properly organized.

• Conduct courtesy calls to in-house guests to ensure satisfaction.

• Maintain guest history records and preferences for personalized service.

• Work closely with other departments to resolve guest issues effectively.

Requirements

• Diploma or Degree in Hospitality Management or related field (preferred).

• Minimum 1–3 years of experience in Front Office or Guest Relations.

• Good knowledge of hotel PMS systems (e.g., Opera, IDS, etc.).

• Strong communication and interpersonal skills.

• Ability to work shifts, weekends, and public holidays.

• Well-groomed with a professional appearance.

Key Competencies

• Strong organizational and coordination skills.

• Excellent problem-solving ability.

• Customer-focused mindset.

• Ability to work under pressure in a fast-paced environment.