Rooms Controller

Full-time - Entry Level

Charlotte, NC

51-100 employees

Accommodation

About the position

The position involves managing guest check-in and check-out processes at The Ritz-Carlton, ensuring that guests' requests and preferences are met. The role requires coordination with various departments to provide exceptional service, maintain accurate records, and uphold the company's Gold Standards in luxury hospitality.

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.
• 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 and secure valid payment.
• Identify any over-commitments and perform duplicate reservation checks; block rooms as necessary.
• Run daily reports and 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; maintain confidentiality of proprietary information.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.
• Assist individuals with disabilities and thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately.
• Coordinate tasks and work with other departments; 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.
• Stand, sit, or walk for an extended period of time.
• Enter and locate information using computers and/or POS systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

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 required.

Benefits

• Opportunity to work in a prestigious luxury hotel environment.
• Training in the Gold Standards of The Ritz-Carlton.
• Career development opportunities within Marriott International.