Job Description

Company Description:
The Canadian Niagara Hotels Group of Companies is one of Canada’s largest, most successful, and diversified entertainment and hospitality organizations. With over 3,500 talented professionals across our business units, we offer a distinctive collection of world-renowned hotels, restaurant brands, cafes and retail, situated just steps from the iconic Niagara Falls.

Our portfolio includes internationally recognized hotel brands such as Marriott, Sheraton, and The Brock – Tapestry by Hilton, along with premier dining destinations including Massimo’s Italian, Fallsview Restaurant, Prime Steakhouse, Morton’s Grille, Milestones Grill + Bar, Hard Rock Café, Rainforest Café, as well as popular retail and café experiences including Starbucks and Hershey – to name a few. Paired with a wide selection of modern amenities that include: a large selection of unique event and meeting spaces, full service spas, fitness centres, rooftop pool/indoor pools, indoor waterpark, and super entertaining arcade makes our property locations unparalleled.
We are currently seeking a Rooms Controller who has excellent attention to detail to help with the daily behind the scene demands of the Front Office operations.

The Rooms Controller plays a critical role in managing hotel room inventory and guest room assignments, coordinating guest arrivals, and ensuring optimal room allocation to maximize guest satisfaction and hotel revenue. This position frequently liaisons with Front Desk, Housekeeping, and Revenue teams throughout the day.
Responsibilities and essential job functions include but are not limited to:
• Assigning rooms on a daily basis for group and transit reservations based on guest preferences whenever possible.
• Pre-register designated guests and prepare key packets (i.e. Mobile Check-in)
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Organize and prepare packages for arriving transit guests on a daily basis.
• Keeps track of rooms to ensure accurate status and readiness for check-in.
• Monitors daily status of rooms, rates, discount rates and packages.
• Maintains current list of available rooms.
• Review, track and accommodate requests for room or check-out changes when possible; communicating status changes to the appropriate department.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily.
• Perform duplicate reservation checks.
• Follow up on guests to ensure their requests or problems have been met to their satisfaction.
• Coordinate closely with Housekeeping and Front Office teams to ensure timely room availability and seamless guest check-ins
• Prioritize and manage VIP arrivals, special requests, and loyalty program guests
• Assist in managing overbookings, upgrades, and room moves to maximize occupancy and guest satisfaction
• Ensure all guest profiles and reservation details are accurate and updated in the system
• All other job duties as assigned

Job Requirements:
• Must have at least 1-2 years’ experience in a Guest Services Role or Room Controller experience.
• Competency with Marriott Property Management systems a definite asset. In particular, Lightspeed.
• Outstanding attention to detail.
• Excellent customer service skills. Demonstrates self-confidence, energy and enthusiasm.
• Excellent organizational and time management skills and ability to work under pressure, maintaining composure and demeanor at all times.
• Must possess strong listening and communication (verbal and written) skills.
• Must have extensive computer knowledge. Excellent working knowledge of Marsha an asset.
• Strong problem-solving skills with the ability to make quick, effective decisions in a fast-paced environment where financial acumen is also applied for revenue management purposes.
• Ability to multitask and prioritize competing demands with minimal supervision
• College Diploma / University Degree preferred in Hotel, Hospitality, and Business Administration or related major
• Must be available to work all shifts, including evenings, weekends and public holidays.

Why Work For Canadian Niagara Hotels?
No matter which business unit you join or where you begin your career, Canadian Niagara Hotels Group of Companies offers rewarding opportunities for growth. Offering more than 200 different career choices, we provide career training programs and opportunities developed by some of the world’s most valued brands among our 4 business segments – hotels, restaurants, specialty retail and entertainment/attractions. Our team members are empowered to deliver exceptional guest experiences while contributing to the continued success of our organization.

Benefits We Offer Our Associates:
• Comprehensive Health & Medical Coverage: Includes: Prescription Drugs, Dental Coverage, Life and AD&D, Paramedical and Extended Health Care, Out of Country Emergency Travel Insurance AND Assistance, among other benefits.
• Career Growth & Development: Opportunities for professional growth and development through cross training in various roles across multiple business properties.
• Associate Hotel and Dining Discounts: Enjoy Friends & Family hotel rooms and dining discounts at world renowned hotels, available only at properties operating under a brand name.
• Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.
• Convenient Parking - Complimentary or reduced-rate parking, based on the specific location.
• Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.
• Dry Cleaning Services: Complimentary dry cleaning services for your business uniform attire.

This is “Where Great Careers Happen” – Join a Team That Empowers You To Make A Difference, Deliver Results, And Grow Your Career. Take the Next Step In Building Your Career With Us!
https://canadianniagarahotelscareers.ca/
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We confirm that we do not use AI in screening of applicants, and this position is an existing vacancy
We thank all applicants for their interest, however, only those selected for an interview will be contacted
We are committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

To learn more about Canadian Niagara Hotels Group of Businesses or view other current and future job opportunities please visit CNHCAREERS.CA

We also understand that diversity includes people with disabilities who might require reasonable accommodation in order to fully participate and contribute to their full capabilities or candidates for employment interested in reviewing or receiving information pertaining to careers at Canadian Niagara Hotels. This includes being able to fully participate in the Resort’s candidate selection process, including personal interviews in many circumstances, wherever possible and practical. If you would like to receive information in another format or other communications supports please send an email to hr@niagarafallshotels.com or by telephone at 905-374-4446 extension 4850.