Rooms Controller

Marriott International - Kissimmee, FL

Full-time

Kissimmee, FL

Accommodation

About the position

The Rooms Controller is responsible for managing room assignments based on guest requests and preferences, ensuring a smooth check-in and check-out process, and maintaining communication with guests and staff to meet service needs. This role involves coordinating with various departments to enhance guest satisfaction and uphold company standards.

Responsibilities

• Assign rooms according to guest requests and preferences.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review, track, and accommodate requests for room/check-out changes; communicate status to appropriate staff.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily and ensure rates match market codes.
• Verify and adjust billing for guests and file guest paperwork.
• Set up and process all guest check-ins/check-outs and activate room keys.
• Secure valid payment and identify any over-commitments.
• Perform duplicate reservation checks and block rooms as necessary.
• Run daily reports and follow up with guests to ensure satisfaction with their requests or problems.
• Receive, record, and relay messages accurately and completely.
• Follow all company policies and procedures, maintaining a clean and professional appearance.
• Welcome and acknowledge all guests according to company standards and anticipate their service needs.
• Coordinate tasks and work with other departments, serving as a departmental role model.
• Develop and maintain positive working relationships with others and support team goals.
• Comply with quality assurance standards and perform other reasonable job duties as requested.

Requirements

• High school diploma or G.E.D. equivalent.
• Less than 1-year related work experience.
• No supervisory experience required.
• No specific license or certification needed.