Rooms Controller

POSITION SUMMARY

W LONDON – CONTROL YOUR BEAT

Located in Soho, W London owns the stage in the epicentre of the city’s cultural core. Plugged in to the pulse of London’s energetic social scene, this is where louder-than-life Soho mixes with the glitzy West End.

HOW YOU WILL MAKE A DIFFERENCE

• 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
• Lead daily operations with precision and flair, ensuring every guest interaction reflects W’s signature style.
• Review/Track/Accommodate requests for room/check-out changes when possible
• communicate status to appropriate departments
• Confirm reservations and cancellations
• Review out-of-order rooms daily
• Ensure rates match market codes and document exceptions. Secure valid payment
• Verify and adjust billing for guests
• File guest paperwork or documentation
• Set up/process all guest check-ins/check-outs. Activate room keys
• 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.
• Stay organised, and keep the energy high to deliver standout service.
• Handle guest concerns with confidence and empathy—turn challenges into opportunities to impress.
• Understand how your department fuels the hotel’s success and consistently aim to exceed targets.
• Lead with authenticity, communicate clearly, make smart decisions, and inspire through action.
• Build a culture of trust, respect, and collaboration where everyone thrives.
• Be the example, model the behaviors that define exceptional service and leadership.
• Know the roles inside out. Step in seamlessly when needed to keep operations smooth.
• Foster open, supportive relationships across the team.
• Confidently oversee all front office areas when senior leaders are away.
• Go beyond expectations, create memorable moments that guests rave about.
• Coach the team to tune into guest needs and respond with creativity and care.
• Personally handle feedback and complaints with professionalism and warmth.https://careers.marriott.com/rooms-controller/job/29985C1B283688D7B496AF517EBC80FB