Rooms Controller

Marriott•Fernandina Beach, FL

About The Position

The Rooms Controller coordinates room assignments and guest arrival and departure procedures. The role assigns rooms according to guest requests and preferences when possible; prepares key packets and pre-registration for designated guests and groups; and manages room and checkout change requests. The Rooms Controller confirms reservations and cancellations, reviews out-of-order rooms, checks room rates against market codes, documents exceptions, verifies and adjusts guest billing, processes check-ins and check-outs, activates room keys, secures valid payment, identifies over-commitments, checks for duplicate reservations, blocks rooms, and runs daily reports. The position also follows up with guests about requests or problems and receives, records, and relays messages accurately. The role follows company policies and procedures, maintains a clean and professional appearance, protects confidential information and company assets, and delivers guest service according to company standards. It communicates professionally, prepares written documents accurately, answers telephones with appropriate etiquette, coordinates with other departments, serves as a departmental role model, and supports positive working relationships and team goals. The position complies with quality assurance standards and performs other reasonable duties as requested by supervisors. The posting lists a high school diploma or GED as a preferred qualification, less than one year of related work experience, no supervisory experience, and no required license or certification.

Requirements

High school diploma or GED equivalent (listed as a preferred qualification).
Less than one year of related work experience.
No supervisory experience required.
No license or certification required.

Nice To Haves

High school diploma or GED equivalent.

Responsibilities

Assign rooms according to guest requests and preferences whenever possible.
Pre-register designated guests, prepare key packets, and coordinate check-in and pre-registration procedures for arriving groups.
Review and accommodate room or checkout change requests when possible, and communicate their status to appropriate staff.
Confirm reservations and cancellations.
Review out-of-order rooms daily.
Ensure room rates match market codes and document exceptions.
Verify and adjust guest billing, and file guest paperwork or documentation.
Process guest check-ins and check-outs, activate room keys, and secure valid payment.
Identify over-commitments, check for duplicate reservations, and block rooms.
Run daily reports.
Follow up with guests to ensure requests or problems have been addressed to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Follow company policies and procedures; maintain a clean, professional appearance; protect confidential information and company assets.
Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
Coordinate tasks with other departments and serve as a departmental role model.
Develop positive working relationships and support the team in reaching common goals.
Comply with quality assurance standards and perform other reasonable duties as requested by supervisors.