Rooms Controller

Marriott•Miami, FL

About The Position

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 and check-out change requests when possible, communicating their status to appropriate staff. Confirm reservations and cancellations, review out-of-order rooms daily, ensure rates match market codes, document exceptions, and verify and adjust guest billing. File guest paperwork and documentation; process guest check-ins and check-outs; activate room keys; secure valid payment; identify over-commitments; check for duplicate reservations; block rooms; and run daily reports. Follow up with guests to ensure their 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 and professional appearance, protect confidential information and company assets, and welcome and assist guests according to company standards. Communicate clearly and professionally, prepare and review written documents accurately, answer telephones with appropriate etiquette, coordinate work with other departments, and serve as a departmental role model. Maintain positive working relationships, support team goals, and comply with quality assurance standards. The role also involves standing, sitting, or walking for extended periods; using computers and/or POS systems; and moving objects weighing up to 10 pounds without assistance. Perform other reasonable job duties as requested by supervisors.

Requirements

High school diploma or G.E.D. equivalent.
Less than one year of related work experience.
No supervisory experience required.
No license or certification required.

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 room and check-out change requests, accommodate them when possible, and communicate status to appropriate staff.
Confirm reservations and cancellations; review out-of-order rooms daily.
Ensure rates match market codes, document exceptions, and verify and adjust guest billing.
File guest paperwork or documentation and process guest check-ins and check-outs.
Activate room keys and secure valid payment.
Identify over-commitments, perform duplicate reservation checks, and block rooms.
Run daily reports.
Follow up with guests to ensure their 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 according to company standards, 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 and work with other departments; serve as a departmental role model.
Develop and maintain positive working relationships and support the team in reaching common goals.
Comply with quality assurance standards.
Perform other reasonable job duties as requested by supervisors.