Rooms Controller

Marriott•Austin, TX

11d

About The Position

The Rooms Controller assigns rooms based on guest requests and preferences when possible and supports the reservation, pre-registration, check-in, and check-out process. The role prepares key packets, coordinates arrangements for arriving groups, tracks room and check-out change requests, confirms reservations and cancellations, reviews out-of-order rooms, verifies room rates and guest billing, and maintains guest documentation. It also processes payments and room keys, checks for duplicate reservations and over-commitments, blocks rooms, and runs daily reports. The Rooms Controller follows up with guests to ensure requests and concerns are addressed and receives, records, and relays messages accurately. The role follows company policies and quality standards, maintains a clean and professional appearance, safeguards confidential information and company assets, and provides courteous service to guests, including individuals with disabilities. It requires clear communication, accurate written work, appropriate telephone etiquette, coordination with other departments, and positive teamwork. The position may require extended periods of standing, sitting, or walking; use of computers and/or POS systems; and handling objects weighing up to 10 pounds without assistance. Other reasonable duties may be assigned by supervisors.

Requirements

High school diploma or G.E.D. equivalent.
Less than 1 year of related work experience.
No supervisory experience required.
No license or certification required.
Ability to stand, sit, or walk for an extended period of time.
Ability to enter and locate information using computers and/or POS systems.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Clear and professional verbal communication and accurate written communication.
Ability to coordinate tasks and work with other departments.

Nice To Haves

Less than 1 year of related work experience is listed under preferred qualifications.

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 check-out change requests when possible, and communicate their 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, and file guest paperwork or 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 addressed to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Follow company policies and procedures, maintain a clean and 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 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.