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About the Role

The Rooms Controller supervises room inventory, guest accommodation, loyalty program administration, and operational coordination to ensure exceptional guest experience and efficient hotel operations. This role serves as a key liaison supporting the administrative and operational functions of Front Office, Housekeeping, Engineering, Bell Services, Reservations, Accounting, Food & Beverage, and Hotel Leadership.

Responsibilities

Oversees room assignments, rate accuracy, loyalty program transactions, guest folio management, room inventory controls, and administrative support functions.
Maintains compliance with brand standards and company procedures.
Supports operational compliance, fulfilling requests and adhering to established credit card policies and procedures.
Ensures all guest information is accurate and maintained in an organized manner.
Reconciles transactions at the end of each shift, cash out, and maintains a balanced bank.
Receives, tracks, and follows up on all service requests, problems, and complaints.
Offers a warm greeting to all.

Requirements

At least two years of prior front office, reservations or revenue experience, ideally within a four- or five-star hotel environment.
Ability to communicate clearly, stay patient under pressure, and approach every situation with tact and professionalism.
Comfortable reading instructions, performing basic math, and speaking confidently with coworkers and management.
Previous experience in room inventory, PMS management, rate and reservation accuracy, guest folio process, and financial controls.
Understanding of loyalty program administration and service order coordination.
Ability to work evenings, weekends, and holidays.
Anticipates guest needs and acts with intention.
Takes ownership of every administrative detail of the guest journey.
Detail-oriented, highly organized, and thrives in a fast-paced, high-expectation environment.
Ability to anticipate needs, solve problems, and maintain high standards.
Applicants must be authorized to work in the United States.

Skills

Hotel systems
Revenue management practices
Guest recognition programs
Operational workflows
PMS management
Rate and reservation accuracy
Guest folio process
Financial controls
Loyalty program administration
Service order coordination
Basic math
Effective communication
Problem-solving

Location

Midtown Manhattan

Work Type

Hourly
Union position

Experience Level

2+ years of prior front office, reservations or revenue experience

Salary/Compensations

$23 - $33/hour

Benefits

Comprehensive benefits package
Medical
Dental
Vision
Paid time off
Retirement savings
Employee perks

About the Company

Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy.
Our hotel is more than a destination, it is a stage where music, design, and service come together to create unforgettable moments.
At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience.
Together, we create an environment that is vibrant, refined, and authentically Hard Rock.
We offer a competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employee perks.
Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.

Equal Opportunity

Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.