Rooms Controller

Marriott•Philadelphia, PA

About The Position

The Rooms Controller manages room assignments and front-desk procedures to accommodate guest requests and preferences whenever possible. The role coordinates check-in and pre-registration procedures for arriving groups; processes guest check-ins and check-outs; confirms reservations and cancellations; activates room keys; secures payment; and reviews room availability, billing, and rates. The Rooms Controller also tracks room and check-out change requests, reviews out-of-order rooms, identifies over-commitments, checks for duplicate reservations, blocks rooms, runs daily reports, and maintains guest paperwork and documentation. The role follows up with guests to ensure their requests and problems have been addressed, and accurately receives, records, and relays messages. The position follows company policies and procedures, maintains a clean and professional appearance, protects confidential information and company assets, and provides courteous guest service. It requires clear verbal and written communication, telephone etiquette, coordination with other departments, and positive collaboration with colleagues. The Rooms Controller serves as a departmental role model and complies with quality assurance standards. Other reasonable duties may be assigned by Supervisors. Marriott International states that it is an equal opportunity employer committed to inclusion and non-discrimination. W Hotels describes its mission as “Ignite Curiosity, Expand Worlds” and its service philosophy as “Whatever/Whenever.”

Requirements

High school diploma or G.E.D. equivalent is preferred.
Less than one year of related work experience is preferred.
No supervisory experience is required.
No license or certification is 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.
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 and prepare key packets.
Organize 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.
File guest paperwork and documentation.
Process guest check-ins and check-outs, activate room keys, and secure valid payment.
Identify over-commitments, perform duplicate-reservation checks, 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 a clean, professional uniform and appearance; protect confidential information and company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, prepare and review written documents accurately and completely, 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.
Comply with quality assurance standards.
Perform other reasonable job duties as requested by Supervisors.