Rooms Controller

Marriott International - Orlando, FL

Full-time - Entry Level

Orlando, FL

Accommodation

About the position

The Rooms Controller at Marriott International is responsible for managing guest room assignments, coordinating check-in procedures, and ensuring guest satisfaction through effective communication and service. This role involves pre-registering guests, processing check-ins and check-outs, and maintaining accurate records of room availability and billing. The position emphasizes adherence to company standards and the delivery of exceptional service to enhance the guest experience.

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 or documentation.
• 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 their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately and completely.
• Follow all company policies and procedures, ensuring a clean and professional appearance.
• Welcome and acknowledge all guests according to company standards and anticipate their service needs.
• Speak with others using clear and professional language and prepare written documents accurately.
• 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 GED equivalent.
• Less than 1 year of related work experience.
• No supervisory experience required.