Marriott International - New Orleans, LA
posted 6 months ago
The Rooms Controller at Marriott International plays a crucial role in ensuring a seamless guest experience by managing room assignments according to guest requests and preferences whenever possible. This position involves pre-registering selected guests and preparing key packets, as well as organizing and coordinating check-in procedures for arriving groups. The Rooms Controller is responsible for examining, tracking, and addressing requests for room changes or departure date adjustments, communicating the status to the relevant staff. Daily tasks include confirming reservations and cancellations, reviewing out-of-order rooms, ensuring rates comply with market standards, and documenting any exceptions that arise. Additionally, the role requires verifying and adjusting billing for guests, filing guest paperwork, and processing all check-in and check-out records. The Rooms Controller activates room keys, collects valid payments, and identifies any over-allocated rooms while checking for duplicate reservations and blocking rooms as necessary. Preparing daily reports and following up with guests to ensure their requests or issues have been resolved to their satisfaction is also part of the job. The position requires receiving, recording, and accurately transmitting messages, adhering to all company policies and procedures, maintaining a professional appearance, and ensuring the confidentiality of proprietary information. In this role, the Rooms Controller greets all guests according to company standards, anticipates their service needs, and assists individuals with disabilities. Clear and professional communication is essential, including preparing and reviewing written documents accurately and answering phones using proper protocol. The Rooms Controller coordinates tasks and work with other departments, serves as a departmental role model or mentor, and fosters positive working relationships with colleagues to support common goals. Adherence to quality safety standards is critical, and the role may require standing, sitting, or walking for extended periods. The position also involves using computers and/or point-of-sale systems to enter and locate information, as well as moving, lifting, transporting, pushing, pulling, and placing objects weighing 10 pounds or less without assistance. Other reasonable job duties may be assigned by supervisors.