Rooms Controller

Marriott•Nashville, TN

4d•Onsite

About The Position

The Rooms Controller is responsible for assigning rooms according to guest requests and preferences, pre-registering designated guests, and preparing key packets. This role also involves organizing and coordinating check-in/pre-registration procedures for arriving groups, reviewing and accommodating room/check-out changes, confirming reservations and cancellations, and reviewing out-of-of-order rooms daily. The position ensures rates match market codes, verifies and adjusts guest billing, files guest paperwork, and processes all guest check-ins/check-outs. Key responsibilities include activating room keys, securing valid payment, identifying over-commitments, performing duplicate reservation checks, blocking rooms, and running daily reports. Additionally, the Rooms Controller follows up with guests to ensure satisfaction with their requests or problem resolution and accurately relays messages. The role also requires adherence to company policies, maintaining a professional appearance, protecting company assets, and providing excellent guest service, including assisting individuals with disabilities. Communication skills, both verbal and written, are essential, as is the ability to coordinate with other departments and work collaboratively within a team. The position involves standing, sitting, or walking for extended periods, using computers and POS systems, and handling objects weighing up to 10 pounds.

Requirements

Speak with others using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Coordinate tasks and work with other departments.

Nice To Haves

Education: High school diploma or G.E.D. equivalent.
Related Work Experience: Less than 1-year related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None

Responsibilities

Assign room according to guest request and preferences whenever possible.
Pre-register designated guests and prepare key packets.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Review/Track/Accommodate requests for room/check-out changes when possible; 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 billing for guests.
File guest paperwork or documentation.
Set up/process all guest check-ins/check-outs.
Activate room keys.
Secure valid payment.
Identify any over-commitments.
Perform duplicate reservation checks; block rooms.
Run daily reports.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
Welcome and acknowledge all guests according to company standards.
Anticipate and address guests’ service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Serve as a departmental role model.
Develop and maintain positive working relationships with others.
Support team to reach common goals.
Comply with quality assurance standards.
Stand, sit, or walk for an extended period of time.
Enter and locate information using computers and/or POS systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.