Rooms Controller

Rooms Controller Pyramid Global Hospitality - 3.6 Chicago, IL Job Details Full-time $28.56 an hour 15 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Qualifications Driver's License Full Job Description Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!

About our property:

Welcome to The Wade - Lakeshore, a premier property in the Pyramid Global Hospitality portfolio. Situated in the heart of Chicago, Illinois, our hotel features 520 guest rooms and an impressive 20,386 sq ft of meeting space, offering a dynamic and sophisticated environment for both guests and employees. At Whe Wade, we pride ourselves on delivering exceptional service and creating unforgettable experiences. As a member of our team, you'll work in a vibrant and supportive setting, surrounded by the stunning views and lively energy of Chicago. We offer diverse positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for excellence. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles. If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at The Wade. Take the first step towards a rewarding career by applying today. At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution and vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting. In addition, employees enjoy paid time off and exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally. What you will have an opportunity to do: We are looking for a highly motivated individuals to join our Front Office team as a Rooms Controller. The ideal candidate uses their engaging personality to create a memorable impression for our guests as they arrive for the first time and throughout their stay. If you are a person who enjoys engaging with people from all over the world and making meaningful connections, as well as taking steps to "WOW" people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

POSITION SUMMARY

Assign rooms according to guest requests and preferences whenever possible while optimizing inventory to maximize occupancy, revenue, and guest satisfaction. Pre-register designated guests and prepare key packets. Organize and coordinate check-in and pre-registration procedures for arriving groups and VIPs. Review, track, and accommodate requests for room changes, upgrades, early arrivals, and late departures whenever possible; communicate status updates to appropriate departments. Collaborate closely with Housekeeping, Front Office, and Engineering to ensure room readiness and seamless guest arrivals. Review out-of-order and out-of-service rooms daily. Ensure rates match market codes and Marriott brand standards; document and resolve exceptions. Identify and manage over-commitments, perform duplicate reservation checks, and block rooms appropriately to protect inventory integrity. Run daily reports to monitor occupancy, arrivals, departures, VIP guests, and special requests. Verify and adjust guest billing in coordination with Front Desk and Accounting. Maintain accurate room status and reservation records within Marriott property systems. Follow up with guests and internal teams to ensure all requests and service opportunities have been fulfilled to satisfaction, creating memorable and personalized experiences.

GUEST EXPERIENCE & SERVICE CULTURE

Deliver exceptional guest service by anticipating needs, engaging guests with genuine warmth, and creating memorable first impressions and lasting experiences. Take a sincere interest in each guest interaction, using an engaging personality to "WOW" guests and exceed expectations. Welcome and acknowledge all guests according to Marriott brand standards Create a personalized stay experience by recognizing preferences, special occasions, and loyalty status Actively assist with guest service coordination, ensuring seamless arrival, stay, and departure experiences Support front-of-house flow, helping guide and orient guests during peak arrival periods Collaborate with Guest Services/Bell team to ensure smooth luggage handling, room escorting, and hotel orientation Share knowledge of hotel amenities, local attractions, and unique experiences to inspire guests' "Wanderlust" Live the Pyramid culture by "Being the Difference" —going beyond the expected to deliver thoughtful, meaningful service to every guest and associate.

CORE RESPONSIBILITIES

Provide exceptional customer service by being engaging, proactive, and detail-oriented Take ownership of room assignments and ensure alignment with operational priorities and guest satisfaction Communicate effectively with all departments to coordinate guest needs in real time Support lobby flow and arrival experience, ensuring a welcoming and organized environment Step in to assist Guest Services or Front Desk operations during high-volume periods Maintain cleanliness, organization, and presentation standards in work areas Help create a teamwork-driven environment where each associate contributes to personalized guest experiences

BEHAVIORAL EXPECTATIONS

Follow all company policies and brand standards; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Speak using clear and professional language; prepare and review written documents accurately; answer telephones using appropriate etiquette. Build and maintain strong working relationships across departments. Serve as a role model by demonstrating Marriott's core values: Put People First, Pursue Excellence, Embrace Change, Act with Integrity, and Serve Our World . Support the team to achieve common goals while consistently delivering high-quality guest service and adhering to quality assurance standards.

PHYSICAL REQUIREMENTS

Stand, sit, or walk for extended periods of time. Enter and retrieve information using computers and property management systems. Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. What are we looking for? At least one year in a customer service role with high guest interaction A Valid drivers license with no major infractions for 6 months Hospitality industry experience is a plus. Rooms Controller experience Ability to solve problems when they arise. Ability to work in a team environment is a must. Pleasant and helpful personality. Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel. A strong desire to make an impact on other people An outgoing and engaging personality Excellent verbal communication skills Ability to work in a fast-paced setting Ability to stand for the duration of the shift Must be available to work various shifts including weekends and holidays

Compensation:

$28.56 $28.56 Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.