Rooms Controller
Intrawest Hospitality Management (Hotel & Lodging) - Mammoth Lakes, CA

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Rooms Controller

Reports to:
Front Office Manager

Service Express

Position Level:
Lead Agent

Employment Status:
Hourly, Full-Time

USA- Mammoth Lakes, CA

At the Westin Monache Resort, Mammoth contemporary elegance redefines mountain lodging. The Westin Monache is Mammoth Mountain’s only luxury, 4 Diamond, full-service hotel offering gracious hospitality, a majestic setting and Westin’s standard of excellence. The Westin Monache Resort, Mammoth is just steps from the vibrant hub of The Village where visitors can revel in the charm of Mammoth’s pedestrian-only village, alive with fine restaurants, boutique shops, exciting nightlife and year-round special events. The resort is also located adjacent to the village gondola with direct access to the mountain.

The Westin brand is built on four unique differences - tradition, distinctive hotels, products and service. We look for 'people who make the difference', a Westin legacy where associates deliver a consistent and memorable level of service all the time.

Position Summary:
Managing hotel room inventory on a daily basis including blocking and routing all transient guest reservations in accordance with hotel policies, responding to all room requests for incoming groups, and working closely with sales and marketing to communicate and implement all current rates and promotions.

Essential Functions – Room Management:

Print a Fair Use Rotation Report two times weekly to verify a fair rotation of revenue to owner’s units

Block all room reservations in acordance with fair use rotation report

Cross-train with Home Owner Relations on owner contract to understand stipulations relating to roomblocking and the hotel’s management of owner units

Contact for all owner and owner guest reservations in absence of Home Owner Relations Manager

Sales & Marketing

Check availability screen to see available rooms and implement selling strategy for the day: Occupancy, rooms to sell, and pricing go-to person


Run IPS reports to ensure that all three of our reservations systems (external and internal) are synchronized

Work with IPS support to find any “ghost reservations” to ensure that our “room’s sold” numbers, galaxy reservations, and group block reservations are all arriving on our property correctly


Third Parties: Have intimate knowledge of all third party vendor contracts and vouchers and understand when we are not getting the correct information or payment from those parties

Make sure that all revenue is captured for third party reservations: Collect all vouchers from wholesalers

Input Galaxy comments to display correct info on all third party rate codes

Service Express

Blocking Rooms

Daily review and scrutiny off all incoming reservations

Coordinate amenity program

Block multiple same-day reservations nearby if available

Block multiple back-to-back reservations in the same room (if same room type), or reach out to guest and sell upgrades to get them in the same room type.

Managing the room inventory during the check in process and communicate with housekeeping immediate room needs

Expedite room departures

2. 95% Occupancy

Streamline oversells

Verify credit card deposits

Break share-with’s

Review duplicate reservations

Take over the radio communication with the housekeeping department


Print “Guest Deposit Due Report” on a daily basis

Take Deposits on all incoming reservations in accordance with rate policies and deposit report

Route all 3 rd party Internet and Wholesaler reservations to the correct A/R account

Receive up to date list of all A/R accounts

Cross train with accounting to verify that all accounts are being charged correctly

Route all Owner reservations to the correct A/R account

Route all SPG reservations and ensure guest is paying correct portion (resort fee)

Ensure G-Folio Instant awards transfers are routing correctly

Ensure that the resort fee is being routed to the proper folio on all incoming third party reservations

Print a “Reservations Transactions Report” on a daily basis (RATE CHECK)

Review all reservations made in house on the prior day of business and scrutinize any that have been made incorrectly or not following SOPs

Responsible for fixing any rates that were mistakenly altered, or providing MOD with information regarding reservations that were not made correctly or were altered without proper approval process


Be principal contact between front desk and housekeeping

Make sure all arrival rooms are in VC-PASS status, inform housekeeping of rooms that are not ready at arrival time

Communicate early departures, late departures, room moves, new green choices, extended stays and any other changes that affect the room occupancy to housekeeping to aid in timely cleaning of VD rooms

Communicate all VIP reservations

Communicate new incoming reservations day of arrival to correct housekeeping supervisor

Be trained on room inspections and help prepare hotel when we housekeeping needs assistance

Be able to assist in cross-training service express staff if needed

The Westin Monache Resort, Mammoth is an Equal Opportunity Employer

Acknowledgement of Job Description

I have read this job description. I understand that in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an “at will” relationship.