Rooms Controller

Marriott•Dallas, TX

16h

About The Position

The Rooms Controller assigns rooms according to guest requests and preferences whenever possible and coordinates pre-registration and check-in procedures for arriving groups. The role manages room and checkout change requests, confirms reservations and cancellations, reviews out-of-order rooms, checks rates against market codes, documents exceptions, verifies and adjusts guest billing, processes guest check-ins and check-outs, activates room keys, secures valid payment, checks for over-commitments and duplicate reservations, blocks rooms, and runs daily reports. The Rooms Controller follows up with guests to ensure requests and concerns are resolved and accurately receives, records, and relays messages. The position requires following company policies and procedures, maintaining a clean and professional appearance, protecting confidential information and company assets, and providing welcoming, attentive guest service. The Rooms Controller communicates professionally, prepares accurate written documents, answers telephones appropriately, coordinates with other departments, serves as a departmental role model, maintains positive working relationships, supports team goals, and complies with quality assurance standards. 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.

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 and 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.
Set up and 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, professional appearance; protect confidential information and company assets.
Welcome and acknowledge guests according to company standards, 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 and work with other departments; serve as a departmental role model; develop positive working relationships and support team goals.
Comply with quality assurance standards.
Perform other reasonable job duties as requested by supervisors.