Front Desk Rooms Coordinator (Finance)

Job Description Summary

The Rooms Controller is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives regarding the front desk and is the lead Front Desk support for the Front Office Manager and Hotel Manager. The main focus of the role is the training, supervising, and customer engagement with the front desk team. The RC serves as the lead point person regarding the Front Desk technology systems and in-house guest room controls. The RC also represents the hotel with all guests in the absence of the General Manager and Hotel Manager.

Job Description

Position Title: Rooms Controller

Location: Sonesta Denver (Downtown)

Department: Front Desk Operations

Reports To: Front Office Manager

Type: Full-Time/Non-Exempt (Hourly)

Pay Range: $22.00 to $23.00 per hour

Application Deadline: June 14th, 2025

Position Summary

The Rooms Controller is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives regarding the front desk and is the lead Front Desk support for the Front Office Manager and Hotel Manager. The main focus of the role is the training, supervising, and customer engagement with the front desk team. The RC serves as the lead point person regarding the Front Desk technology systems and in-house guest room controls. The RC also represents the hotel with all guests in the absence of the General Manager and Hotel Manager.

Job Description

DUTIES AND RESPONSIBILITIES:

• Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Responsible for the supervision of the security of cash, credit card transactions, and guest information.
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team regarding room type and length of stay pricing. Work with the hotel's property management system (Opera) to maximize revenue through occupancy and rate adjustments based on market conditions.
• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Supervise the daily execution of the internal marketplace by ensuring it is stocked and maintained in an orderly and appealing manner.
• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Regularly sell hotel rooms through direct client contact.
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
• Handle Group and Individual Reservations
• Loading and managing monthly airline manifest room blocks from Passkey to Opera reservation systems (i.e.: rooming lists, cutoff dates, etc).
• Blocking daily guestrooms (airlines, groups, and guests).
• Assist with daily airline sign-in sheets (Pilots and Flight Attendants) and all other airline assistance requested.
• Proven experience handling guest experiences which solve in positive outcome.
• Hotel site inspections for citywide groups and possibly all markets if needed.
• Attend Citywide Pre-Conference Meetings including Visit Denver.
• Sending group rooming list to clients, Sales Managers & Conference Services Managers.
• Emailing the weekly group pick-up report to the sales & catering team and facilitate the weekly group pick-up meeting.
• Reconciling individual & group reservation commission and giving to accounting with backup to process the payment.
• Works closely with Business Travel Manager and assists with reservations.
• Administrative tasks requested by Sales Leadership.
• Collaborates with Conference Services on Group Resumes.
• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

• High School diploma or equivalent required.
• Two years of previous hotel experience preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Excel, Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
• Problem solving, reasoning, motivating, organizational and training abilities preferred.
• Experience with Microsoft Office, Opera, Passkey and EXCEL systems preferred.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Carrying, lifting or pulling items weighing up to 50 pounds.
• Frequently handling objects and equipment.
• Work schedule open availability required to work mornings, evening, weekends, and holidays.

Additional Job Information/Anticipated

Pay Range: $22.00 to $23.00 per hour. Base pay offer may vary on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

Application Deadline: This job posting will be closed on June 14th, 2025

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long-Term Disability Insurance
• Various Employee Perks and Discounts

Go Beyond @SonestaHotels

WHO WE ARE

We are an organization made up of people, thoughts and ideas - all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality .

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

Additional Job Information/Anticipated

Pay Range

Pay Range: $22.00 to $23.00 per hour. Base pay offer may vary on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

Application Deadline: This job posting will be closed on June 14th, 2025

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.