Rooms Controller

Marriott International - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Accommodation

About the position

The Rooms Controller at The Ritz-Carlton Charlotte is responsible for managing guest room assignments, ensuring a smooth check-in process, and addressing guest requests efficiently. This role involves coordinating with various departments to maintain high service standards and enhance guest experiences, while adhering to company policies and procedures.

Responsibilities

• Assign rooms according to guest requests and preferences whenever possible.
• Pre-register selected guests and prepare key packets.
• Organize and coordinate check-in procedures for arriving groups.
• Examine, track, and address room change requests or departure date changes when possible; communicate status to relevant staff.
• Confirm reservations and cancellations.
• Examine daily out-of-order rooms.
• Ensure rates comply with market standards and document any exceptions that arise.
• Verify and adjust billing for guests.
• File guest paperwork or documentation.
• Organize and process all guest check-in and check-out records.
• Activate room keys.
• Obtain valid payments.
• Identify the number of over-assigned rooms.
• Check for duplicate reservations; block rooms as necessary.
• Prepare daily reports.
• Follow up with guests to ensure their requests or issues have been resolved to their satisfaction.
• Receive, log, and relay messages accurately, completely, and legibly.
• Comply with all company policies and procedures, ensuring uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Greet and acknowledge all guests according to company standards; anticipate their service needs and respond accordingly; thank them with genuine appreciation; assist individuals with disabilities.
• Speak to others using clear and professional language, prepare and review written documents accurately and completely, and answer phones using appropriate etiquette.
• Coordinate tasks and work with other departments.
• Serve as a departmental role model or mentor.
• Cultivate and maintain positive working relationships with others; support team to reach common goals.
• Adhere to quality and safety standards.
• Stand, sit, or walk for an extended period of time.
• Enter and locate information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
• Perform other reasonable job duties as requested by supervisors.

Requirements

• No high school diploma or equivalent required.
• Less than 1 year of related work experience.
• No supervisory experience required.
• No license or certification required.