Rooms Controller

Company Description

Etéreo, Auberge Collection is located on Mexico’s Riviera Maya, within the luxury Kanai development just 30 miles from Cancun International Airport. Set within a protected mangrove forest along a pristine stretch of the Caribbean Sea, the resort offers 75 luxury accommodations—ranging from 875 sq. ft. Studios to 3,925 sq. ft. three-bedroom Penthouse Suites. Each oceanview retreat features expansive private terraces with floor-to-ceiling glass doors, spa-style bathrooms with dual vanities and soaking tubs, and thoughtful design that blurs the line between indoors and out. From outdoor adventures that immerse guests in the region’s natural wonders to hands-on experiences with local artisans, the resort’s on- and off-site programming is designed to celebrate the vibrancy of the Yucatán and its rich cultural heritage. The resort’s signature dining venue, Itzam, showcases elevated modern Mexican cuisine with a focus on local ingredients, complemented by panoramic ocean views from its open-air seating, lounge terrace, and private dining room, Pixán. Further celebrating the destination’s culture and history, the resort’s outdoor eatery Che Che honors the ‘nikkei’ tradition, blending Japanese techniques with Latin American ingredients, while in-the-sand dining at El Changarro completes a culinary program rooted in discovery. For wellness seekers, SANA, an Auberge Spa, offers a serene healing sanctuary featuring a cenote-inspired pool, drawing on ancient practices while embracing modern wellness trends. 

For more information: auberge.com/etereo 

Follow Etéreo on Facebook and Instagram @EtereoAuberge

Job Description

Rooms Controller collaborates with Front Office, Guest Experience, and Housekeeping in order to improve communication between these departments and ensure smooth daily operations. He is responsible for keeping hotel rooms properly balanced and assigned, taking into account the special requirements of our guests. The role also works closely with the Engineering department to manage room blocks for preventive maintenance. Additionally, the position involves generating administrative reports, including daily opening and closing of the property. Their goal is to support all the team members and to ensure the guests and colleagues satisfaction by using guidance based on the Auberge and Forbes Standards.

• Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards. 
• Assign all room reservations daily, taking into consideration guest preferences to prevent overbooking.
• The Room Controller must have an in-depth knowledge of the property layout: room distribution, connecting room options, features, and availability for upgrades or upselling.
• "Operations Dispatcher" Following the Arrivals and Departures of the day, room moves, and vacant rooms.
• Review inventory daily and balance the house by upgrading guests eligible for this benefit.
• Assist in finding alternatives for room moves if necessary due to complaints and preventive or corrective maintenance.
• Monitor rooms that are out of service or out of order (inventory).
• Monitor the item inventory to take action in case of high demand and decide whether to rent or purchase additional items.
• Print Housekeeping traces, highlighting high-profile guests, their preferences, special requests, and celebrations.
• Assign sections to the housemen and rooms to the housekeepers.
• Prepare task sheets for room attendants, ensuring all relevant notes and traces are clearly communicated.

• Print the arrival list, divide it among the supervisors according to their sections, and retain a copy for reference.

• Enter and record guest requests into Opera (Guest Profile) as applicable (e.g., requests for specific coffee capsules, special bed-making preferences, etc.).

• Verify "Do Not Disturb" (DND) statuses and adjust the task sheets accordingly.

• Ensure all turndown amenities are completed as required and necessary.

Qualifications

• A genuine affinity for interacting meaningfully and positively with Etereo teammates.
• Self-confidence and leadership skills
• Two years’ experience at a hotel
• Able to work on a flexible schedule, including weekends and holidays, according to department needs
• Drive to learn multiple computer programs and continually refine processes.. 
• Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.
• Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs and professional telephone interaction.
• Ability to think critically and solve problems as they arise.
• Ability to input and access data in a computer.
• Ability to be a clear thinker and remain calm under pressure.
• Ability to maintain the confidentiality of guest information and designated hotel data.
• Ability to work cohesively with other departments and individuals as part of a team.
• Ability to prioritize and follow up on work assignments.
• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with guests and colleagues
• Understands the value of employees, customers and profit link
• Inspires co-operation and commitment
• Has a sense of urgency 
• Communicates clearly and persuasively
• Open to feedback and learning
• Achievement and goal oriented

Additional Information

• English Spoken
• Luxury hotel experience
• Spanish language competency