Rooms Controller

Marriott International - Palm Desert, CA

Full-time

Palm Desert, CA

Accommodation

About the position

The Rooms Controller at Marriott Vacations Worldwide Corporation is responsible for managing room assignments based on guest requests and preferences, ensuring a smooth check-in and check-out process, and maintaining high standards of customer service. This role involves coordinating with various departments to meet guest needs and ensuring that all procedures are followed 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.
• 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 overcommitments and perform duplicate reservation checks.
• Block rooms as necessary and run daily reports.
• 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.

Requirements

• Strong attention to customer service with a professional and pleasant personality.
• Ability to work a flexible schedule including evenings, weekends, and holidays.
• Proficiency in using computers and/or POS systems.
• Ability to stand, sit, or walk for extended periods of time.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.