Rooms Controller

Marriott•Mclean, VA

7h•Onsite

About The Position

This role, as a Rooms Controller at The Ritz-Carlton (part of Marriott International), involves managing room assignments, guest check-ins/check-outs, and ensuring guest satisfaction. The position requires meticulous attention to detail in handling reservations, billing, and guest requests, while upholding the company's high standards of service. The successful candidate will be responsible for pre-registering guests, preparing key packets, coordinating group arrivals, and managing room changes. Beyond operational tasks, the role emphasizes delivering exceptional guest experiences, adhering to company policies, and maintaining a professional appearance. The company prides itself on being an equal opportunity employer, fostering an inclusive environment where diversity is valued. The Ritz-Carlton's "Gold Standards" are central to its culture, guiding employees to deliver luxury hospitality and create memorable experiences for guests. The company encourages creativity, thoughtfulness, and compassion among its associates, believing that empowerment leads to success. Joining The Ritz-Carlton means becoming part of the Marriott International portfolio, with a promise to offer a chance to be proud of the work and colleagues.

Requirements

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

Nice To Haves

High school diploma or G.E.D. equivalent.
Less than 1-year related work experience.
No supervisory experience.
No specific license or certification.

Responsibilities

Assign room 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.
Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
Confirm reservations and cancellations.
Review out-of-order rooms daily.
Ensure rates match market codes and document exceptions.
Verify and adjust billing for guests.
File guest paperwork or documentation.
Set up/process all guest check-ins/check-outs.
Activate room keys.
Secure valid payment.
Identify any over-commitments.
Perform duplicate reservation checks; block rooms.
Run daily reports.
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.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
Welcome and acknowledge all guests according to company standards.
Anticipate and address guests’ service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Speak with others using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Coordinate tasks and work with other departments.
Serve as a departmental role model.
Develop and maintain positive working relationships with others.
Support team to reach common goals.
Comply with quality assurance standards.
Perform other reasonable job duties as requested by Supervisors.