Rooms Controller

Crescent Careers•Las Vegas, NV

About The Position

The Rooms Controller manages room inventory and pre-arrival planning, including reviewing arrivals, departures, stayovers, and room availability. The role assigns and blocks rooms based on room type, guest preferences, Marriott Bonvoy status, special requests, and operational needs, while coordinating room placements for groups, VIPs, repeat guests, special occasions, and service recovery situations. The position coordinates group and transient reservations, works with Sales and Event teams on rooming lists, and identifies assignment conflicts before arrival. It also responds to guest inquiries, documents requests and preferences, processes credit card authorization forms, maintains accurate reservation and guest records, and supports Front Office operations during peak periods. The Rooms Controller uses Lightspeed PMS and Marriott systems to manage reservations, assignments, profiles, inventory, guest communications, and operational reports. The role participates in training and cross-training in Front Desk functions, including check-in, check-out, reservations, and service recovery.

Requirements

High school diploma or equivalent.
Strong customer service and communication skills.
Excellent organizational and multitasking abilities.
Ability to work in a fast-paced hospitality environment.
Basic computer proficiency, including Microsoft Office and email systems.
Ability to maintain confidentiality of guest and financial information.

Nice To Haves

Previous hotel Front Desk, Rooms Control, Reservations, or Guest Services experience.
Experience with Lightspeed PMS.
Experience with Marriott brand standards and Marriott systems.
Knowledge of the Marriott Bonvoy loyalty program.
Experience handling group reservations and room inventory management.

Responsibilities

Review daily arrivals, departures, stayovers, and room availability.
Assign and block guest rooms based on room type, guest preferences, Marriott Bonvoy status, special requests, and operational needs.
Manage room inventory for transient guests, group blocks, and extended-stay reservations.
Coordinate room placements for VIPs, repeat guests, special occasion stays, and recovery situations.
Monitor room status and communicate availability updates with Housekeeping and Front Office teams.
Use room-blocking strategies to support guest satisfaction and protect inventory integrity.
Review upcoming group arrivals and coordinate room assignments according to group contracts and requests.
Work with Sales and Event teams to ensure group rooming lists are accurate and entered correctly.
Identify and resolve room assignment conflicts before guest arrival.
Assist with room moves, room upgrades, and inventory adjustments.
Respond professionally to guest inquiries by phone, email, and in person.
Use Marriott communication platforms to interact with guests before arrival and during their stay.
Document guest requests, preferences, and service recovery opportunities.
Provide exceptional guest service and maintain Marriott brand standards.
Process and maintain credit card authorization forms according to company policies.
Verify reservation accuracy and ensure guest profiles are properly documented.
Assist with reservation modifications and special accommodations.
Maintain organized electronic records and guest correspondence.
Support front office operations and assist with check-in and check-out functions during peak periods.
Use Lightspeed PMS and Marriott systems and digital platforms for guest communication and operational coordination.
Generate and review daily arrival, departure, occupancy, and group reports.
Identify discrepancies and communicate issues to hotel leadership.
Participate in training on Marriott systems, digital communication platforms, and property procedures.
Maintain proficiency in guest service techniques, room inventory management, and hotel operational standards.
Cross-train in Front Desk functions, including guest check-in, check-out, reservations, and service recovery.