Rooms Controller

Marriott•Philadelphia, PA

About The Position

The Rooms Controller assigns rooms based on guest requests and preferences when possible and coordinates pre-registration and check-in procedures, including preparation of key packets for designated guests and arriving groups. The role reviews and tracks room and checkout change requests, communicates their status to appropriate staff, confirms reservations and cancellations, and reviews out-of-order rooms daily. It ensures rates match market codes, documents exceptions, verifies and adjusts guest billing, files guest documentation, processes check-ins and check-outs, activates room keys, secures valid payment, identifies over-commitments, checks for duplicate reservations, blocks rooms, and runs daily reports. The Rooms Controller follows up with guests to confirm their requests and problems have been addressed and accurately receives, records, and relays messages. The role follows company policies and procedures, maintains a clean and professional appearance, protects confidential information and company assets, and provides courteous, attentive guest service. It communicates clearly and professionally, handles written documents and telephone calls appropriately, coordinates work with other departments, serves as a departmental role model, builds positive working relationships, supports team goals, and complies with quality assurance standards. Other reasonable duties may be requested 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 use computers and/or POS systems to enter and locate information.
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 written documents accurately.

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 and track room and checkout change requests, accommodate them when possible, and 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 guest billing; file guest paperwork and 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 uniform and personal appearance; protect confidential information and company assets.
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, maintain positive working relationships, and support team goals.
Comply with quality assurance standards.
Perform other reasonable job duties as requested by supervisors.