Rooms Controller

Marriott•Lake Buena Vista, FL

21h

About The Position

The Rooms Controller assigns rooms according to guest requests and preferences whenever possible and coordinates guest check-in and pre-registration procedures, including preparations for arriving groups. The role handles reservations, room and checkout changes, out-of-order room reviews, rate and billing verification, guest documentation, check-ins and check-outs, room keys, payments, duplicate reservation checks, room blocking, and daily reports. It follows up with guests to ensure requests and problems are resolved satisfactorily and receives, records, and relays messages accurately. The position requires following company policies and quality standards, maintaining a clean and professional appearance, protecting confidential information and company assets, and providing courteous, attentive service to guests. The Rooms Controller communicates professionally, prepares accurate written documents, coordinates with other departments, serves as a role model, and contributes to positive working relationships and shared team goals. The role may also involve other reasonable duties requested by supervisors. The posting identifies a high school diploma or GED as a preferred qualification, with less than one year of related work experience preferred; no supervisory experience or license or certification is required.

Requirements

Preferred education: high school diploma or G.E.D. equivalent.
Preferred related work experience: less than one year.
No supervisory experience required.
No license or certification required.
Ability to stand, sit, or walk for an extended period of time.
Ability to use computers and/or POS systems to enter and locate information.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Ability to communicate clearly and professionally and prepare and review written documents accurately.

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, prepare key packets, and coordinate check-in and pre-registration procedures for arriving groups.
Review, track, and accommodate room or checkout change requests when possible, and 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 their requests or problems have been resolved to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Follow company policies and procedures, maintain professional appearance, protect confidential information and company assets, and comply with quality assurance standards.
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 and work with other departments.
Serve as a departmental role model and develop positive working relationships while supporting team goals.
Perform other reasonable job duties as requested by supervisors.