Front Desk Supervisor (Rooms Controller)

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will be responsible for managing the daily room allocation process, ensuring guest preferences are met while maximizing room availability and operational efficiency. You will coordinate with housekeeping, front office, and reservations teams to manage room blocks, early arrivals, and last-minute changes. As a Rooms Controller, and pre-arrival logistics – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Manage group booking logistics:  Create and maintain group blocks, rooming lists, billing details, and pre-arrival assignments
• Prepare for seamless arrivals:  Ensure all group and special accommodation requests are confirmed and accurately assigned prior to arrival
• Manage pre-arrival communication:  Lead the guest messaging process, including sending 24-hour pre-arrival texts and responding to guest inquiries
• Balance room inventory:  Monitor and adjust room availability for the current day and 14-day forecast
• Deliver exceptional experiences:  Handle VIP and suite reservations and proactively look for opportunities to make the experience exceptional
• Assist guest services:  Answer calls, log guest requests, assist with bookings, and help resolve issues to uphold service standards

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Previous experience in a front office or room management role, preferably within a hotel or hospitality environment.
• Strong organizational skills and attention to detail, with the ability to handle multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills, with a guest-focused approach.
• Proficiency in property management systems (PMS) and room inventory management.
• Ability to work under pressure and adapt to changing operational needs.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.