Rooms Controller

Marriott International - Houston, TX

Full-time

Houston, TX

Accommodation

About the position

The Rooms Controller is responsible for managing room assignments based on guest requests and preferences, ensuring a smooth check-in and check-out process, and maintaining communication with guests and staff to accommodate their needs. This role involves organizing pre-registration procedures for groups, confirming reservations, and handling billing adjustments while adhering to company policies and quality assurance standards.

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.
• 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 and completely.
• Answer telephones using appropriate etiquette and coordinate tasks with other departments.
• Serve as a departmental role model and develop positive working relationships with others.
• Support team to reach common goals and 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.
• Perform other reasonable job duties as requested by Supervisors.

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.