Room Controller

The Room Controller is responsible for coordinating and monitoring room status, room assignments and housekeeping priorities to ensure rooms are cleaned, inspected and released on time. The role acts as a key coordination point between Housekeeping, Front Office and Engineering to support smooth daily room operations and an excellent guest experience.

KEY RESPONSIBILITIES

Room Control & Coordination

• Monitor daily occupancy, arrivals, departures, stayovers and room status.
• Coordinate room cleaning priorities based on arrival times, VIPs, early arrivals and operational requirements.
• Assign and distribute rooms to Room Attendants based on occupancy and manpower availability.
• Monitor room cleaning progress throughout the shift and follow up on outstanding rooms.
• Ensure cleaned and inspected rooms are updated accurately and released promptly in the hotel system.
• Identify and resolve discrepancies between Front Office and Housekeeping room status.
• Coordinate room changes, rush rooms, late check-outs and other special room requirements.

Cross-Department Coordination

• Maintain close communication with Front Office on room readiness and guest priorities.
• Coordinate with Engineering on room defects and maintenance issues affecting room availability.
• Escalate prolonged Out-of-Order/Out-of-Service rooms and operational issues to the Housekeeping leadership team.
• Support effective communication between Room Attendants, Supervisors and other operational departments.

Operational & Administrative Support

• Maintain accurate records of room assignments, room status and outstanding tasks.
• Monitor productivity and room allocation to ensure workloads are distributed efficiently.
• Track guest requests and ensure timely follow-up.
• Assist with daily reports, room discrepancy reports and operational handovers.
• Support Housekeeping Supervisors and management during high occupancy and peak periods.

Guest Experience & Quality

• Prioritise VIP rooms, special requests and rooms requiring urgent attention.
• Ensure room readiness supports hotel check-in standards and minimises guest waiting time.
• Communicate delays or operational challenges promptly to the relevant teams.
• Support the Housekeeping team in maintaining cleanliness and presentation standards.

REQUIREMENTS

• Previous experience in Housekeeping, Front Office or hotel operations preferred.
• Good understanding of hotel room operations and room status terminology.
• Experience with hotel Property Management Systems (PMS) is an advantage.
• Strong coordination, organisation and communication skills.
• Able to multitask and prioritise effectively in a fast-paced environment.
• Good attention to detail and accuracy.
• Comfortable working with computers, reports and operational systems.
• Able to work shifts, weekends and public holidays according to operational requirements.

KEY COMPETENCIES

• Planning & Organisation
• Communication & Coordination
• Attention to Detail
• Problem Solving
• Sense of Urgency
• Teamwork & Collaboration
• Guest Focus
• Accountability

KEY PERFORMANCE INDICATORS

• Timely availability and release of clean rooms
• Accuracy of room status and PMS updates
• Effective management of rush and priority rooms
• Reduction of room status discrepancies
• Timely follow-up of maintenance and room defects
• Effective allocation of Room Attendant workload
• Communication and coordination with Front Office and Housekeeping
• Contribution to guest satisfaction and smooth check-in experience