Rooms Controller

Marriott•Los Angeles, CA

12d•$29 - $36

About The Position

The Rooms Controller assigns rooms according to guest requests and preferences whenever possible and coordinates check-in and pre-registration procedures, including preparing key packets for designated guests and groups. The role manages room and checkout change requests, confirms reservations and cancellations, reviews out-of-order rooms, verifies rates and billing, and maintains guest documentation. It also processes check-ins and check-outs, activates room keys, secures valid payment, identifies over-commitments and duplicate reservations, blocks rooms, and runs daily reports. The Rooms Controller follows up with guests to ensure their needs have been met and accurately receives, records, and relays messages. The position requires adherence to company policies, professional appearance and communication, confidentiality, and protection of company assets. The Rooms Controller welcomes guests, anticipates and addresses service needs, assists individuals with disabilities, collaborates with other departments, supports team goals, and complies with quality assurance standards. The role also involves using computers and/or POS systems, standing, sitting, or walking for extended periods, and handling objects weighing up to 10 pounds without assistance. 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 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 and activate room keys.
Secure valid payment.
Identify over-commitments, check for duplicate reservations, and block rooms.
Run daily reports.
Follow up with guests to ensure 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 appearance, protect confidential information, and safeguard 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 and work with other departments; serve as a departmental role model and support team goals.
Develop and maintain positive working relationships and comply with quality assurance standards.
Perform other reasonable job duties as requested by supervisors.