Rooms Controller

Marriott International - Rancho Mirage, CA

Full-time - Entry Level

Rancho Mirage, CA

Accommodation

About the position

The position involves managing guest check-in and check-out processes at Marriott Vacations Worldwide, ensuring a seamless experience for guests while adhering to company policies and standards. The role focuses on accommodating guest requests, coordinating with various departments, and maintaining high levels of customer service.

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 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 customer service skills and a pleasant personality.
• Ability to work a flexible schedule including evenings, weekends, and holidays.
• Proficiency in using computers and/or POS systems.
• Attention to detail and ability to maintain confidentiality of proprietary information.

Nice-to-haves

• Experience in hospitality or customer service roles.
• Familiarity with hotel management software.

Benefits

• Equal opportunity employer committed to diversity and inclusion.