Rooms Controller

Marriott•Atlanta, GA

About The Position

Assign rooms according to guest requests and preferences whenever possible. Handle guest reservations, room assignments, check-ins and check-outs, billing, payment, room keys, and related records. Coordinate pre-registration and check-in procedures for arriving groups, monitor room availability and out-of-order rooms, and communicate guest requests and room changes to appropriate staff. Provide professional guest service, communicate clearly, coordinate with other departments, and support team goals while following company policies and quality standards. The role includes standing, sitting, or walking for extended periods and handling objects weighing up to 10 pounds without assistance. Marriott International describes itself as an equal opportunity employer that values associates’ diverse backgrounds and provides access to opportunity. Westin emphasizes guest well-being and encourages associates to embrace their own well-being practices.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
Less than one year of related work experience is listed as a preferred qualification.
No supervisory experience is required.
No license or certification is required.
Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Ability to use computers and/or POS systems to enter and locate information.

Nice To Haves

High school diploma or G.E.D. equivalent.
Less than one year of related work experience.

Responsibilities

Assign rooms according to guest requests and preferences whenever possible.
Pre-register designated guests and prepare key packets.
Organize and coordinate check-in and pre-registration procedures for arriving groups.
Review, track, and accommodate room or check-out change requests 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 guest billing.
File guest paperwork and 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 and professional uniform and personal 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.
Speak clearly and professionally, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Coordinate tasks and work with other departments; serve as a departmental role model and develop positive working relationships.
Support the team in reaching common goals and comply with quality assurance standards.
Perform other reasonable job duties as requested by supervisors.