Rooms Controller

Marriott International - New Orleans, LA

Full-time - Entry Level

New Orleans, LA

Accommodation

About the position

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.

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 requests for room changes or departure date adjustments.
• Confirm reservations and cancellations.
• Examine daily out-of-order rooms.
• Ensure rates comply with market standards and document exceptions.
• Verify and adjust billing for guests.
• File guest paperwork and process all check-in and check-out records.
• Activate room keys and obtain valid payments.
• Identify over-allocated rooms and check for duplicate reservations.
• Prepare daily reports and follow up with guests to ensure satisfaction.
• Receive, record, and accurately transmit messages.
• Adhere to company policies and procedures, maintaining a professional appearance.
• Greet all guests according to company standards and anticipate service needs.
• Communicate clearly and professionally with others.
• Coordinate tasks and work with other departments.
• Serve as a departmental role model or mentor.
• Cultivate and maintain positive working relationships with colleagues.
• Adhere to quality safety standards.
• Stand, sit, or walk for extended periods.
• Use computers and/or point-of-sale systems to enter and locate information.
• Move, lift, transport, push, pull, and place objects weighing 10 pounds or less without assistance.

Requirements

• Strong customer service skills and ability to anticipate guest needs.
• Experience in hotel operations or guest services preferred.
• Ability to communicate clearly and professionally in both written and verbal forms.
• Proficiency in using computers and point-of-sale systems.
• Ability to work collaboratively with other departments.
• Strong organizational skills and attention to detail.

Nice-to-haves

• Bilingual skills are a plus.
• Previous experience in a similar role within the hospitality industry.

Benefits

• Free parking
• Meal benefits
• Excellent travel benefits
• Health benefits