Rooms Controller
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About The Position
The Rooms Controller at Marriott Vacation Club International plays a crucial role in ensuring a seamless experience for guests upon their arrival. This position involves assigning rooms based on guest requests and preferences, pre-registering designated guests, and preparing key packets. The Rooms Controller is responsible for organizing and coordinating check-in and pre-registration procedures for arriving groups, ensuring that all guest needs are met efficiently and effectively. This includes reviewing and accommodating requests for room and check-out changes, confirming reservations and cancellations, and maintaining an accurate record of out-of-order rooms. In addition to these responsibilities, the Rooms Controller must ensure that room rates match market codes and document any exceptions. They are tasked with verifying and adjusting billing for guests, filing necessary paperwork, and processing all guest check-ins and check-outs. The role requires activating room keys, securing valid payments, and identifying any over-commitments. Daily reports must be run, and follow-ups with guests are essential to ensure their requests or problems have been addressed satisfactorily. The Rooms Controller must adhere to all company policies and procedures, maintain a professional appearance, and protect the confidentiality of proprietary information. They are expected to welcome and acknowledge all guests, anticipate their service needs, and assist individuals with disabilities. Clear communication is vital, as the Rooms Controller must speak professionally with guests and colleagues, prepare written documents accurately, and handle telephone inquiries with appropriate etiquette. This position also involves coordinating tasks with other departments and serving as a role model within the team, fostering positive working relationships to achieve common goals. The ability to comply with quality assurance standards and maintain a customer service-oriented attitude is essential for success in this role.
