Rooms Controller

OSITION SUMMARY

Front Office Agent/ Rooms Controller

Process all guest check-ins, check-outs, room assignments/ Pre-register designated guests and prepare key packets, room change/late check-out requests, activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests, and secure payment. Coordinate with Housekeeping to track room status and guest concerns. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations, review out-of-order rooms daily.  Arrange transportation for guests/visitors, process all payment types, vouchers, paid-outs, charges, and provide change.

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Covers Room Controller role during the absence of the Rooms Controller.

The ideal candidate will have:

• Experience in a Four or Five-Diamond quality hotel is preferred.
• Knowledge in property management systems like Opera or Fidelio is highly desirable and technical proficiency in Microsoft applications is required.
• Previous Front Desk/Guest service experience in a high volume setting required
• The ability to problem solve, and provide exceptional service

Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Less than 1-year related work experience.

Supervisory Experience: No supervisory experience.

https://careers.marriott.com/rooms-controller/job/21F98ED17E207C070613D60E3547893A