Rooms Controller

Marriott•Fort Lauderdale, FL

6d•Onsite

About The Position

The Rooms Controller is responsible for assigning rooms according to guest requests and preferences, pre-registering designated guests, and preparing key packets. This role also involves organizing and coordinating check-in/pre-registration procedures for arriving groups, reviewing and accommodating changes to room or check-out times, and communicating status updates to appropriate staff. The position requires confirming reservations and cancellations, reviewing out-of-order rooms daily, ensuring rates match market codes, and documenting exceptions. Additionally, the Rooms Controller will verify and adjust guest billing, file guest paperwork, process all guest check-ins and check-outs, activate room keys, and secure valid payment. This role also involves identifying over-commitments, performing duplicate reservation checks, blocking rooms, running daily reports, and following up with guests to ensure satisfaction. The Rooms Controller must also accurately receive, record, and relay messages. The role requires adherence to all company policies and procedures, maintaining a professional appearance, and protecting company assets. It involves welcoming and acknowledging guests according to company standards, anticipating and addressing service needs, assisting individuals with disabilities, and thanking guests with genuine appreciation. Communication skills are essential, including speaking clearly and professionally, preparing and reviewing written documents accurately, and answering telephones with appropriate etiquette. Collaboration with other departments is necessary, and the role serves as a departmental role model. Developing and maintaining positive working relationships and supporting team goals are key. The position requires compliance with quality assurance standards, the ability to stand, sit, or walk for extended periods, and the use of computers and/or POS systems. It also involves moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance. Performing other reasonable job duties as requested by supervisors is also part of the role.

Requirements

High school diploma or G.E.D. equivalent.
Less than 1-year related work experience.
No supervisory experience.
None (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.
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.
Enter and locate information using computers and/or POS systems.
Perform other reasonable job duties as requested by Supervisors.