Rooms Controller

Role Overview

Rooms Controller at Marriott. The role manages guest check-in operations, payment processing, account setup, and front desk administration.

Role Purpose

Process all guest check-ins and payments, maintain accurate guest accounts and billing, compile operational reports, and support management in team leadership and employee development.

Key Responsibilities

Guest Check-In & Room Management

• Process all guest check-ins, verifying guest identity and form of payment.
• Assign rooms and activate/issue room keys.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information.
• Ensure rates match market codes and document exceptions.
• Secure payment prior to issuing room key.
• Verify and adjust billing as needed.

Payment & Cash Management

• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure bank at beginning and end of shift.
• Obtain manual authorizations and follow all Accounting procedures.

Reporting & Administration

• Compile and review daily reports, logs, and contingency lists.
• Complete cashier and closing reports.

Guest Service & Support

• Supply guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary.
• Follow up to ensure requests have been met.
• Welcome and acknowledge guests and anticipate service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Loss Prevention

• Notify Loss Prevention/Security of any guest reports of theft.

Team Leadership & Development

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships.
• Support team to reach common goals.
• Listen and respond appropriately to employee concerns.

Compliance & Safety

• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Ensure personal appearance is clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.

General Operations

• Speak using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Ensure adherence to quality standards.
• Enter and locate information using computers and POS systems.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.

Additional Information

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