Rooms Controller

Role Overview

Rooms Controller at Marriott International. This position is responsible for managing room assignments, guest check-ins and check-outs, reservations, and front desk operations to ensure guest satisfaction and operational efficiency.

Role Purpose

Assign rooms according to guest preferences, manage check-in and check-out procedures, process reservations and cancellations, verify billing, and ensure all guest requests and concerns are resolved to their satisfaction.

Key Responsibilities

Guest Services & Room Assignment

• Assign rooms 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.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Reservations & Billing Management

• Confirm reservations and cancellations.
• Perform duplicate reservation checks and block rooms.
• Identify any over-commitments.
• Verify and adjust billing for guests.
• Ensure rates match market codes and document exceptions.
• Secure valid payment from guests.

Operations & Check-In/Check-Out Processing

• Set up and process all guest check-ins and check-outs.
• Activate room keys.
• Review and accommodate requests for room and check-out changes when possible.
• Communicate status to appropriate staff.
• Review out-of-order rooms daily.
• File guest paperwork or documentation.
• Run daily reports.

Communications

• Receive, record, and relay messages accurately, completely, and legibly.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Prepare and review written documents accurately and completely.

Standards & Compliance

• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Comply with quality assurance standards.
• Serve as a departmental role model.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Coordinate tasks and work with other departments.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: Less than 1 year of related work experience preferred.
• Supervisory Experience: No supervisory experience required.

Skills & Competencies

• Enter and locate information using computers and/or POS systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Stand, sit, or walk for an extended period of time.

Additional Information

Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated.