Rooms Controller

Marriott•Nashville, TN

About The Position

The Rooms Controller assigns rooms according to guest requests and preferences when possible and coordinates room assignments and check-in procedures for arriving groups. The role handles pre-registration, prepares key packets, confirms reservations and cancellations, tracks room and checkout changes, reviews out-of-order rooms, and ensures rates and billing are accurate. The Rooms Controller processes guest check-ins and check-outs, activates room keys, secures valid payment, identifies over-commitments, checks for duplicate reservations, blocks rooms, runs daily reports, and files guest documentation. The position also receives and relays messages and follows up with guests to confirm their requests or concerns have been addressed. The role requires courteous, professional guest service; clear verbal and written communication; coordination with other departments; and teamwork toward shared goals. The Rooms Controller follows company policies and quality standards, maintains a clean and professional appearance, protects confidential information and company assets, and serves as a departmental role model. The work involves using computers and/or POS systems and standing, sitting, or walking for extended periods, as well as handling objects weighing up to 10 pounds without assistance.

Requirements

High school diploma or G.E.D. equivalent.
Less than 1 year of related work experience.
Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
No supervisory experience is required.
No license or certification is required.

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 checkout 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 requests and 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, support team goals, maintain positive working relationships, and serve as a departmental role model.
Use computers and/or POS systems to enter and locate information.
Perform other reasonable job duties as requested by Supervisors.