HEI Hotels

Rooms Controller

Job Locations US-FL-Miami Beach
Posted Date 2 weeks ago(1/12/2021 12:04 PM)
Requisition ID
# of Openings
Front Desk
Position Type
Regular Full-Time
FLSA Status
Location : Location Name
The Royal Palm

About Us

Infused with Art Deco style, each of our resort’s 139 suites reflect South Beach’s colorful spirit. Our hotel soak in striking views of the Atlantic Ocean and has the best address in South Beach, where Ocean Drive meets Collins Avenue.

In addition to our competitive company Health Benefits, we at the Royal Palm provide our associates with a variety of perks and incentives such as discounted city parking, associate recognition programs, a daily complimentary meal, summer BBQs and a variety of other fun events. We take care of you so that you can take care of our guests. Start your career in Miami today!


Supports the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone. Address and resolve any problems in an efficient and timely manner through the optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.


  • Ensure guest requests and issues are logged. 
  • Ensure all PBX equipment is in proper working condition and department and PBX rooms are clean. 
  • Supervise staffing levels to ensure guest service, operational needs and financial objectives are met. 
  • Participate as needed in the investigation of associate and guest accidents. 
  • Continuously interact with customers to obtain feedback on quality of product, service levels and overall satisfaction. 
  • Empowers associates to provide excellent customer service. Ensure associates understand expectations and parameters. 
  • Participate in hospitality audits for associates and give appropriate feedback to improve individual hospitality skills. 
  • Review comment cards and guest satisfaction results with associates. Participate in the development and implementation of corrective action plans. 
  • Effectively utilize Brand program to ensure a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. 
  • Use all available on-the-job training tools for associates; supervise on-going training initiatives and conduct training when appropriate. 
  • Actively solicit associate feedback, utilize an “open door” policy and review associate satisfaction results to identify and address associate problems or concerns. 
  • Assist in monitoring of the same-day selling procedure to maximize room revenue and control of hotel occupancy. 
  • Understand the impact of department’s operations on the overall hotel financial goals and objectives and manage to achieve or exceed goals.
  • Comply with attendance rules and be available to work on a regular basis. 
  • Perform any other job related duties as assigned.


  • Minimum 2 years of room division experience, preferably at Front Desk or PBX. 
  • High School Diploma required. 
  • Must possess thorough knowledge of all PBX operations and individual job requirements. 
  • Computer literacy a must. 
  • Able to resolve guest, supervisor, and associate conflicts.
  • Manage multiple tasks at all times and have excellent organizational skills. 
  • Must be able to sit at a desk for up to 8 hours at a time with or without reasonable accommodation. 
  • General knowledge of local area attractions and transportation. 
  • Track all guest issues from various sources and report results. Identify trends for resolution.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.


HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.


HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


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