Controller

Marriott

About The Position

The Rooms Controller is responsible for managing room assignments, ensuring guest preferences are met, optimizing hotel occupancy, and coordinating with other departments to provide a seamless guest experience. This position requires attention to detail, strong organizational skills, and proficiency in Opera PMS for room blocking, reservation adjustments, and managing check-ins and check-outs.

Requirements

High school diploma or G.E.D. equivalent required.
Previous experience in front office, reservations, or rooms control (less than 1 year required, experience in a hotel environment preferred).
Strong knowledge of Opera PMS for room blocking, reservation management, and billing adjustments.
Excellent verbal and written communication skills in English and Spanish (Papiamento and Dutch are a plus).
Strong attention to detail and organizational skills.
Ability to multitask and remain calm under pressure.
Customer service-oriented with a proactive approach to problem-solving.
Team player with strong collaboration skills to work across multiple departments.
Ability to stand, sit, or walk for extended periods of time.
Capable of moving, lifting, carrying, pushing, or pulling objects weighing up to 10 pounds without assistance.
Availability to work flexible shifts, including evenings, weekends, and holidays.

Nice To Haves

Experience with Opera PMS is highly preferred.

Responsibilities

Assign rooms according to guest requests and preferences whenever possible.
Pre-register designated guests and prepare key packets in advance.
Organize and coordinate check-in and pre-registration for arriving groups.
Review and accommodate requests for room changes and late check-outs, communicating updates to relevant staff.
Ensure that room rates match market codes and document any exceptions.
Run daily reports to track room availability and ensure accurate room blocking.
Confirm reservations, modifications, and cancellations, ensuring seamless updates in Opera PMS.
Perform duplicate reservation checks and manage overbooking situations.
Verify and adjust guest billing, ensuring accuracy in charges and market codes.
Process all guest check-ins and check-outs efficiently, activating room keys and securing valid payment methods.
Track and manage out-of-order rooms daily, coordinating with housekeeping and maintenance teams.
Follow up with guests to ensure their requests and concerns have been resolved to their satisfaction.
Receive, record, and relay guest messages accurately and completely.
Anticipate guest needs and provide proactive service to enhance their stay experience.
Coordinate closely with the Front Desk, Housekeeping, Engineering, and Revenue Management to optimize room inventory and guest satisfaction.
Support the team in reaching common goals and assist with front office operations as needed.
Serve as a departmental role model by demonstrating professionalism, efficiency, and adherence to brand standards.
Follow all company policies and procedures, maintaining a clean and professional appearance.
Maintain confidentiality of proprietary information and protect hotel assets.
Speak with guests and colleagues using clear and professional language.
Prepare and review written documents accurately and completely.
Ensure compliance with Marriott quality assurance standards.