Rooms Controller Supervisor

Role Overview

Rooms Controller Supervisor at Marriott International. This role manages front desk operations and guest accommodations at a hotel property.

Role Purpose

Oversee room assignments, reservations, check-in and check-out procedures, and guest communication to ensure accurate booking management, timely room allocation, and exceptional guest satisfaction.

Key Responsibilities

Guest Accommodation & Room Management

• Assign rooms according to guest requests and preferences whenever possible.
• Review, track, and accommodate requests for room and check-out changes.
• Review out-of-order rooms daily.
• Identify any over-commitments and perform duplicate reservation checks.
• Block rooms as needed.

Reservations & Registration

• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in and pre-registration procedures for arriving groups.
• Confirm reservations and cancellations.
• Set up and process all guest check-ins and check-outs.
• Activate room keys.

Billing & Documentation

• Ensure rates match market codes and document exceptions.
• Verify and adjust billing for guests.
• Secure valid payment.
• File guest paperwork or documentation.

Communication & Coordination

• Communicate status to appropriate staff regarding room or check-out changes.
• 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.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Coordinate tasks and work with other departments.

Reporting & Compliance

• Run daily reports.
• Follow all company policies and procedures.
• Comply with quality assurance standards.

Guest Service & Leadership

• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Serve as a departmental role model.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.

General Operations

• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• 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 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: Less than 1 year related work experience preferred.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None required.

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.