Rooms Controller

Marriott • Honolulu, HI

4h • Onsite

About The Position

This position is responsible for assigning rooms based on guest requests and preferences, pre-registering designated guests, preparing key packets, and organizing and coordinating check-in/pre-registration procedures for arriving groups. The role involves reviewing, tracking, and accommodating requests for room/check-out changes when possible, and communicating status to appropriate staff. Key duties also include confirming reservations and cancellations, reviewing out-of-order rooms daily, ensuring rates match market codes, documenting exceptions, verifying and adjusting billing for guests, and filing guest paperwork. The Rooms Controller will set up and process all guest check-ins/check-outs, activate room keys, secure valid payment, identify any over-commitments, perform duplicate reservation checks, block rooms, and run daily reports. A crucial aspect is following up with guests to ensure their requests or problems have been met to their satisfaction, and receiving, recording, and relaying messages accurately, completely, and legibly. The role requires adherence to all company policies and procedures, maintaining a clean and professional uniform and personal appearance, maintaining confidentiality of proprietary information, and protecting company assets. The Rooms Controller is expected to welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Communication must be clear and professional, both verbally and in written documents, and involve answering telephones using appropriate etiquette. The position also entails coordinating tasks and working with other departments, serving as a departmental role model, developing and maintaining positive working relationships, supporting the team to reach common goals, and complying with quality assurance standards. Physical demands include standing, sitting, or walking for extended periods, entering and locating information using computers and/or POS systems, and moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance. Other reasonable job duties may be requested by Supervisors. At Marriott International, the company is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. They actively foster an environment where the unique backgrounds of their associates are valued and celebrated, committed to non-discrimination on any protected basis. The Ritz-Carlton, with over 100 award-winning properties, focuses on creating exceptional guest experiences. They attract top hospitality professionals who curate lifelong memories and believe that everyone succeeds when empowered to be creative, thoughtful, and compassionate. The role requires ensuring the 'Gold Standards' of The Ritz-Carlton are delivered graciously and thoughtfully every day, which are the foundation guiding the brand to deliver excellence in luxury hospitality. Joining The Ritz-Carlton means becoming part of the Marriott International portfolio, offering the chance to do your best work, begin your purpose, belong to an amazing global team, and become the best version of yourself.

Requirements

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

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.

Benefits

• Dedicated to being an equal opportunity employer
• Welcoming all and providing access to opportunity
• Actively foster an environment where the unique backgrounds of our associates are valued and celebrated
• Committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law
• Chance to be proud of the work you do and who you work with
• Opportunity to do your best work, begin your purpose, belong to an amazing global team, and become the best version of you

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees