Highgate

Hospitality and travel-focused venture capital

Rooms Control Agent

Hotel Guest ServicesUpdated on Nov 10

Full-timeLahaina, HI, USA$25.25 - $29.70 /hrIn-person

About the Job

Requirements

Experience in a hotel or related field is required.
Experience with Opera is required.
Customer service experience is required.
Computer experience is required.
A high school diploma or equivalent is required.
The ability to work flexible and sometimes long hours is required.
The role requires light physical work: exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
The role requires occasionally standing for long periods.
The role requires effective verbal and written communication with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
The role requires listening to, understanding, and clarifying concerns raised by employees and guests.
The role requires multitasking and prioritizing departmental functions to meet deadlines.
The role requires attending all hotel-required meetings and training.
The role requires regular attendance according to hotel scheduling needs.
The role requires maintaining appropriate personal appearance and grooming, including wearing the proper uniform and nametag.
The role requires complying with hotel standards and regulations to support safe and efficient operations.
The role requires identifying problem areas and assisting with implementing solutions.
The role requires anticipating, preventing, identifying, and solving problems.
The role requires understanding and applying complex information and data from various sources to meet objectives.
The role requires cross-training in other hotel-related areas.
The role requires maintaining confidentiality of information.
The role requires initiative, including anticipating guest or operational needs.

Responsibilities

Answer incoming calls professionally and courteously.
Assist callers with needs and requests without transferring whenever possible.
Monitor and manage hotel room-type inventory, communicate concerns, and identify solutions.
Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
Run and complete the credit limit report daily.
Review guest arrivals and the trace file daily, and follow through on guest requests and preferences.
Follow cash-handling and credit policies.
Stay informed about rates, packages, and special promotions.
Communicate room challenges and inventory concerns to the front-office team daily.
Serve as the front-office liaison with Sales and Convention Services to support successful group arrivals.
Serve as the front-office liaison with Housekeeping and Engineering to manage and block guest rooms as needed.
Track closed-out and restricted dates.
Manage discrepancies and queues promptly and efficiently.
Collect necessary information when taking room reservations and follow the rate-quoting process.
Maintain familiarity with hospitality terminology and emergency procedures, and assist during emergencies as needed.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Maintain a complete understanding of house and guest-room availability.
Manage all Out of Order and Out of Service rooms.
Use proper two-way radio etiquette when communicating with employees.
Operate all relevant aspects of the front-desk computer system.
Complete all tasks and duties on the shift checklist in a timely and efficient manner.
Balance and prepare individual paperwork for shift closing according to hotel standards.
Monitor and action Nor1 eStandby upgrade requests to maximize hotel revenue.
Monitor and respond to guest feedback through RealTime feedback and other necessary feedback forums.
Manage mobile check-in in a timely and efficient manner.
Manage airline assignments and applicable pre-registration and pre-keying.
Maintain a clean work area.
Assist the management team with rooms-related projects.
Perform other duties as requested by management.

Desired Qualifications

College coursework in a related field is helpful.

Compensation Type

Hourly

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

Overview

The purpose of the Rooms Controller Agent Position is to increase guest preference of our hotel and Highgate Hotels brand. The Rooms Controller assigns hotel rooms to guests based on their reservation and unique requests and preferences. The Rooms Controller will maintain and manage the hotel’s inventory of guest rooms while supporting front desk operations with reservation and rooms related information. Rooms Controllers are responsible for blocking VIP guests, managing Out of Order and Out of Service inventory, managing guest queue and discrepancies, performing room changes and guest follow up, managing and facilitating pre reg/pre key groups, managing all airline assignments and pre keys, managing guest upgrade requests/hotel upgrade revenue, receiving and responding to guest feedback via multiple feedback forums.

Responsibilities

Answer incoming calls professionally and courteously.
Assist callers with needs and requests without transferring whenever possible.
Monitor and manage hotel Room Type inventory, communicating concerns and identifying solutions.
Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
Run and complete credit limit report daily.
Review Guest Arrivals and Trace File daily, following through on guest requests and preferences.
Follow all cash handling and credit policies.
Be aware of all rates, packages and special promotions.
Communicate room’s challenges/inventory concerns to front office team on a daily basis.
Serve as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals.
Serve as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
Be aware of closed out and restricted dates.
Manage discrepancies and queues quickly and efficiently.
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
Be familiar with hospitality terminology.
Have knowledge of emergency procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient and courteous manner.
Have a complete understanding of House and guest room availability at all times.
Manage all Out of Order and Out of Service rooms.
Use proper two-way radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Balance and prepare individual paperwork for closing of shift according to hotel standards.
Monitor and action Nor1 eStandby upgrade requests with intent to maximize hotel revenue.
Monitor and respond to guest feedback via RealTime feedback and any other necessary feedback forums.
Manage all Mobile Check In in timely and efficient manner.
Manage Airline assignments and applicable pre reg/pre key.
Maintain a clean work area.
Assist management team with rooms related projects.

Qualifications

Experience in a hotel or a related field required.
Experience with Opera required.
Customer Services experience required.
Computer experience required.
High School diploma or equivalent required.
College course work in related field helpful.
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to occasionally stand during long periods of time.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Highgate offers the following benefits package for this position:

Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave (provided in accordance with applicable law)
Employee assistance program (EAP)
Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

Please click here for additional benefit details for the states of Washington, Colorado, and California.

Posting Date

This job opening was posted on 10/13/2026 and will remain open for at least 75 days.

Compensation: 25.25 to 29.7 (USD)

About the Company

Highgate

Hospitality and travel-focused venture capital

HTV is the venture capital arm of Highgate, funding early-stage and growth-stage technology companies that serve the hospitality and travel industries, with a focus on Seed and Series A rounds in North America and Europe. It backs startups in areas like revenue management, B2B marketplaces, business intelligence, alternative accommodations, and restaurant tech, providing capital and strategic support to help them scale. HTV stands out by combining hospitality domain expertise with venture funding, leveraging Highgate’s asset base of over 500 owned or managed hotels, 84,000+ rooms, and more than $20 billion in assets under management to accelerate portfolio growth. Its goal is to grow tech-enabled hospitality and travel ecosystems by aligning portfolio company success with Highgate’s network, resources, and strategic interests.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, New York
Founded: Not listed

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