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