Rooms Controller

Marriott International - Scottsdale, AZ

Full-time - Entry Level

Scottsdale, AZ

5,001-10,000 employees

Accommodation

About the position

The Rooms Controller at Marriott International is responsible for managing room assignments based on guest requests and preferences, ensuring a smooth check-in process, and coordinating procedures for arriving groups. This role involves confirming reservations, handling room changes, and maintaining accurate billing for guests, all while adhering to company policies and providing excellent customer service.

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-service 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 service needs and address them; thank guests with genuine appreciation; assist individuals with disabilities.
• Speak with 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 (POS).
• 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 education required.
• Less than 1 year of related work experience.
• No supervisory experience required.
• No license or certification required.