Rooms Controller - DoubleTree by Hilton San Francisco Airport

Job description

The Rooms Controller is a dual‑function operational role responsible for managing room assignments, allocation, and communication for both airline crew accounts and general hotel guests. This position ensures accurate room inventory control, efficient pre‑arrival planning, and smooth daily operations in collaboration with Front Office, Housekeeping, Sales, and airline partners. The role requires strong organizational skills, attention to detail, and the ability to respond quickly and effectively to changing operational needs such as irregular flight operations, overbookings, and high‑volume arrival periods in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

 

Specifically, you would be responsible for performing the following tasks to the highest standards:

·  Manage daily room inventory, including room blocks, out‑of‑order rooms, early departures, and maintenance‑impacted inventory.
·  Make all airline crew reservations in accordance with contract requirements, arrival patterns, and operational needs. Support group blocks by managing rooming lists, pickup reports, wash/release dates, and arrival patterns.
·  Complete pre‑arrival tasks such as room blocking, special request assignment, VIP upgrades, and corporate account recognition.
·  Monitor real‑time flight schedules, delays, cancellations, and diversions to adjust room and transportation requirements. Coordinate crew transportation schedules, including shuttle times and adjustments during irregular operations (IROPs).
·  Act as the primary liaison with airline dispatchers, schedulers, and station managers for rooming, billing, and operational updates.
·  Coordinate with Housekeeping to prioritize cleans based on arrival waves, VIPs, and operational pressures.
·  Assist the Front Office with arrival preparedness, key packets, welcome letters, special amenities, and irregular rooming issues.
·  Ensure accurate rate setup, billing instructions, payment methods, tax exemptions, and package inclusions. Reconcile crew folios, day rooms, no‑shows, and voucher charges; resolve discrepancies promptly.
·  Handle guest challenges including room type conflicts, move requests, overbooking relocations, noise complaints, and service recovery.
·  Maintain accurate crew rooming lists, billing codes, and documentation for daily audits and contract compliance.
·  Assist with other tasks and projects assigned by Management.

 

The hourly rate range is $29 - $34 and is based on applicable and specialized experience and location.
What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

·  Hospitality - We're passionate about delivering exceptional guest experiences.
·  Integrity - We do the right thing, all the time.
·  Leadership - We're leaders in our industry and in our communities.
·  Teamwork - We're team players in everything we do.
·  Ownership - We're the owners of our actions and decisions.
·  Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

·  Quality
·  Productivity
·  Dependability
·  Customer Focus
·  Adaptability What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!