Rooms Controller

Marriott•Chicago, IL

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, and confirming reservations and cancellations. The position requires daily review of out-of-order rooms, ensuring rates match market codes, and documenting exceptions. Additionally, the Rooms Controller will verify and adjust guest billing, file guest paperwork, process all guest check-ins/check-outs, activate room keys, secure valid payment, identify over-commitments, perform duplicate reservation checks, block rooms, and run daily reports. A key aspect of the role is following up with guests to ensure satisfaction and accurately relaying messages. The position also entails adhering to company policies, maintaining a professional appearance, protecting company assets, and providing excellent guest service, including assisting individuals with disabilities. Communication skills are essential, as is the ability to coordinate with other departments and work collaboratively within a team. The role requires computer proficiency, the ability to lift objects up to 10 pounds, and performing other reasonable job duties as requested.

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.
Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Nice To Haves

High school diploma or G.E.D. equivalent.
Less than 1-year related work experience.
No supervisory experience.
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.
Enter and locate information using computers and/or POS systems.
Perform other reasonable job duties as requested by Supervisors.