Rooms Controller

## Compensation Type
Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Park Lane New York, situated on Billionaires’ Row – home to the world’s most coveted addresses onCentral Park South – has been completely reimagined as a departure from its neighbors and serves as aunique and inclusive retreat within walking distance of the city’s cultural hubs including Lincoln Center,Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610rooms – nearly half of which provide sweeping park-facing views – and 11,000 square feet of reimaginedindoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-artequipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel’s second floor, and CentralPark South’s only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.

Overview

The Rooms Controller partners closely with Front Office, Housekeeping, Revenue Management, Sales, Food & Beverage, and Finance to ensure accurate inventory control, smooth arrivals and departures, and thoughtful handling of guest needs. Success in this role requires strong judgment, attention to detail, and the ability to balance guest experience with commercial outcomes.

Responsibilities

Inventory & Room Control

- Balance daily room inventory across transient, group, and contracted business, ensuring alignment with forecasted demand and operational realities.

- Block the house strategically, accounting for VIPs, groups, extended stays, maintenance, housekeeping flow, and special guest requirements.

- Clear daily due-outs and resolve room status discrepancies to maintain system accuracy and support seamless check-in experiences.

Revenue & Upsell Management

- Manage and optimize the Nor1 upsell platform, ensuring inventory accuracy and consistent fulfillment of confirmed upgrades.

- Partner closely with Revenue Management to support yield strategies, overbooking controls, sell-out dates, and compression management.

- Monitor room-type availability and assist with inventory decisions that maximize both guest satisfaction and revenue performance.

Guest Satisfaction & Brand Quality

- Review, respond to, and analyze all guest satisfaction surveys, including Hyatt channels and third-party platforms.

- Compile and maintain guest satisfaction score dashboards, highlighting trends, root causes, and improvement opportunities.

- Share insights with leadership and department heads to drive service recovery, training focus, and continuous improvements supporting Hyatt’s commitment to listening and learning from our guests.

OTA & Distribution Channel Management

- Manage all OTA extranets, ensuring accuracy of rates, availability, restrictions, and content.

- Respond promptly to OTA inquiries, reservation issues, and guest feedback, protecting both revenue and brand reputation.

- Analyze OTA performance data to identify booking trends, production shifts, and optimization opportunities.

Group & Contract Management (Front Desk related)

- Manage group room blocks from contract loading through departure, including rooming lists, pickup monitoring, cut-off management, and block adjustments.

- Coordinate closely with Sales, Front Office, and Revenue to ensure group inventory is optimized and released appropriately.

- Support group routing, billing instructions, and special arrangements to ensure smooth execution and billing accuracy.

Billing, Folios & Financial Coordination (Front Desk related)

- Assist with routing and billing setup for individual and group reservations.

- Monitor, research, and resolve open folios, PM accounts, and unsettled balances.

- Settle and close open folios in close coordination with the Finance team, ensuring compliance with internal controls and audit standards.

Front Office Operations Support

- Maintain and order supplies necessary for front desk and guest-facing operations.

- Prepare guest vouchers for Food & Beverage outlets, ensuring accurate tracking and authorization.

- Support front office leadership during high-occupancy periods, special events, and peak arrival days.

- Control & communicate OOO rooms daily.

- Assist with walks and arranging alternate accommodations.

- Ensure rate codes match reservations

Interdepartmental Collaboration

- Maintain daily communication with Housekeeping regarding room priorities, early arrivals, late departures, and service recovery needs.

- Coordinate with Food & Beverage on VIP amenities, vouchers, and group-related guest arrangements.

- Serve as a trusted liaison between departments to ensure alignment, clarity, and consistent guest experiences.

Qualifications

Qualifications & Skills

- Prior experience in Front Office, Rooms Operations, Reservations, or a similar role in a large hotel environment preferred.

- Working knowledge of PMS, OTA extranets, upsell platforms, and guest satisfaction tools.

- Strong analytical, organizational, and problem-solving skills.

- Clear communicator with the ability to collaborate across departments.

- Comfortable operating in a fast-paced, high-volume, urban hotel setting.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

- Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions

- Paid holidays

- Paid vacation

- Paid sick leave (provided in accordance with applicable law)

- Employee assistance program (EAP)

- Educational opportunities / Tuition reimbursement

- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

- 8 paid holidays per year

- Up to 20 days of paid vacation per year, based on classification and length of service

- Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

- 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year

- Up to 20 days of paid vacation per year, based on classification and length of service

- 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

- 8 paid holidays per year

- Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.

- Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions

Posting Date

This job opening was posted on October 22,2026 and will remain open for at least 75 days.