Rooms Controller

Downright Austin, A Renaissance Hotel
Austin, TX

Description

At Downright Austin, we believe every stay should feel like a discovery. The Rooms Controller ensures each guest’s arrival begins with confidence and care—through precise room assignments, seamless coordination, and thoughtful personalization. This role acts as the communication bridge between Revenue, Front Office, Housekeeping, and Reservations, aligning guest preferences, room readiness, and billing accuracy to deliver an elevated and authentic Austin experience.

Essential Job Functions

• Pre-Arrival Planning & Room Assignments:

1. Review all daily arrivals and pre-block rooms with consideration for guest preferences, VIP and Bonvoy Elite status, groups, and suite inventory.
2. Optimize inventory to balance guest experience, operational flow, and revenue opportunities.
3. Coordinate with Housekeeping to ensure all pre-assigned rooms are inspected and ready before arrival.

• Reservation Management:

1. Review and validate all incoming FIT, OTA, and group reservations for accuracy in rate, market segment, billing, and room type.
2. Monitor third-party (OTA) bookings and communicate any discrepancies or overbookings with Revenue and Front Office.
3. Ensure rate codes, packages, and billing instructions are correctly entered and followed.
4. Manage modifications, cancellations, and special requests proactively to prevent arrival issues.

• Billing & Payment Setup:

1. Confirm and set up billing instructions for all reservations, including FIT, OTA virtual cards, direct bills, and group master accounts.
2. Verify credit card authorizations and third-party payments prior to guest arrival.
3. Communicate with Accounting on any discrepancies or required adjustments.

• Guest Experience & Service:

1. Ensure Elite and VIP arrivals receive personalized room placement and welcome touches in partnership with Guest Experience.
2. Anticipate guest needs by reviewing notes, preferences, and past stays.
3. Collaborate with Front Desk and Housekeeping to ensure smooth room turns and timely communication of early arrivals and late checkouts.
4. Support the Front Office team during peak periods to assist with guest check-in, inquiries, and special requests.

• Operational Coordination:

1. Partner with Revenue Management on room type balancing, out-of-order rooms, and extended stays.
2. Maintain accurate documentation in PMS and guest profiles for future recognition.
3. Assist in preparing daily arrival and VIP reports.

Qualifications

1–2 years of Front Office or Reservations experience in a full-service or lifestyle hotel; Marriott systems experience preferred (MARSHA -Lightspeed).

Strong understanding of OTA and FIT processes, including rate loading and billing.

Exceptional organizational skills with the ability to manage multiple priorities under pressure.

Detail-oriented and proactive, with excellent communication skills across departments.

Naturally guest-focused, curious, and passionate about creating memorable stays.

Flexible schedule availability, including weekends and holidays.

Why Join Concord?

At Downright Austin and Concord Hospitality, we put our Associates First. We offer competitive wages and a comprehensive benefits package for full-time associates, including: