Rooms Controller
Reports To: Guest Services Manager; position is non-exempt
Accepting applications through October 31st, 2025 or until filled
WHO YOU ARE
You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn't settle for ordinary, and have an aversion to blase service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are genuine, yet polished, and aren't afraid to venture outside of the norm and do things differently. You obsess over the details (the Science) and presentation (the Art), striving to create an experience that surprises and inspires. You relish the opportunity to be part of the distinctive soul of a unique hotel, where your creativity and passion are appreciated, supported, and expected.
The Rooms Controller is responsible for the effective management and allocation of hotel room inventory to maximize revenue, ensure guest satisfaction, and support operational efficiency. This role works closely with Front Desk, Housekeeping, Sales, and Reservations to coordinate room assignments, manage special requests, and resolve challenges related to overbooking, VIP guests, and long-term stays.
WHAT YOU WILL DO
- Demonstrate passion and genuine care for all aspects of a guest's experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
- Own all aspects of a guest's experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
- Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
- Review and balance inventory, managing out-of-order and out-of-service rooms.
- Monitor arrivals and departures to optimize occupancy, revenue, and guest satisfaction.
- Communicate effectively with Guest Services to minimize guest wait times and resolve assignment issues.
- Generate reports on occupancy, room status, and blocked rooms as needed.
- Demonstrate mastery of the hotel's systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
- You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
- Always prioritize the guest's satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
- Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
- Demonstrate expert knowledge of the position's service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
- Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
- Seize any opportunity to go beyond the expectations of the position to assist with a guest's needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
- Utilize and ensures proper working condition of the telephone switchboard, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines
- Acquire sales from in-coming reservation calls and coordinates details of each reservation. Completes internal reservation forms
- Answer General Reservations e-mail, retrieve and distribute mail
- Inform manager of any special attention guests or VIPs and ensure accurate information, obtaining arrival times, etc.
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before arrival
- Keep an eye on same-day reservations, addressing any reoccurring issues
WHAT YOU WILL NEED
- Passion for the people, place, and culture of our community
- Minimum of two (2) years of experience in guest/customer service for luxury goods or services; or comparable combination of education and experience
- Professional proficiency of the English language in reading, writing and verbal communication
- Valid driver's license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles
- Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
- Ability to lift up to 25 lbs. for handling guest luggage
- Ability to push a bell cart with guest luggage that may contain up to 100 lbs.
- Ability to work vary shifts, that may include days, nights, weekends and holidays
Pay Range: $22.50 - 23.50 per hour, based on experience
WHO WE ARE
Hotels done differently. At Aparium, we believe in the power of People, Place and Character. We ensure our hotels are a place where individuals are valued and celebrated, elevating our associates' pride in who they are, where they live and who we serve. Our hotel is a tribute to the neighborhoods and the people of the communities where we operate.
A little bit rebel, a little bit refined, The Populus is smart and sophisticated, charming, and confident, and always down for shaking up the status quo. Consistently moving the needle on what a social club can be, Populus thrives on the counterculture spirit, constantly challenging what it means to gather and engage while connecting guests to each other and what inspires them. Populus believes the more interested you are, the more interesting you are!
The hotel is managed by Aparium Hotel Group. Founded in 2011, Aparium is driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings and was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. Recognized by Travel + Leisure World's Best Awards as a leading hotel brand, Aparium is known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets.
As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve. Aparium is an E-Verify employer.
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Aparium Hotel Group
Sep 23, 2025 