Rooms Controller

Marriott • Goleta, CA

16h • Onsite

About The Position

The Rooms Controller is responsible for assigning rooms according to guest requests and preferences, pre-registering guests, preparing key packets, and coordinating check-in/pre-registration for groups. This role involves reviewing and accommodating requests for room/check-out changes, confirming reservations and cancellations, and managing out-of-order rooms. Key duties include ensuring rates match market codes, verifying and adjusting guest billing, filing paperwork, processing check-ins/check-outs, activating room keys, securing payment, identifying over-commitments, performing duplicate reservation checks, blocking rooms, and running daily reports. The Rooms Controller also follows up with guests to ensure satisfaction, receives and relays messages, adheres to company policies and procedures, maintains a professional appearance, ensures confidentiality, and protects company assets. This position requires welcoming and acknowledging guests, anticipating service needs, assisting individuals with disabilities, and communicating professionally. It involves coordinating tasks with other departments, serving as a departmental role model, developing positive working relationships, supporting team goals, and complying with quality assurance standards. The Ritz-Carlton, part of Marriott International, emphasizes creating exceptional guest experiences through its 'Gold Standards', which include the Employee Promise, Credo, and Service Values. The company fosters an environment where unique backgrounds are valued and celebrated, committed to non-discrimination and providing access to opportunity.

Requirements

• Stand, sit, or walk for an extended period of time.
• Enter and locate information using computers and/or POS systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Nice To Haves

• High school diploma or G.E.D. equivalent.
• Less than 1-year related work experience.
• No supervisory experience.
• No 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.
• 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.
• Ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day.
• Learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values.

Benefits

• Access to opportunity.
• An environment where the unique backgrounds of our associates are valued and celebrated.
• The chance to be proud of the work you do and who you work with.

What This Job Offers

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