Rooms Controller

Marriott International - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

Accommodation

About the position

The Rooms Controller position at The Westin Peachtree Plaza Atlanta involves a variety of responsibilities centered around guest services and room management. The primary role is to assign rooms according to guest requests and preferences whenever possible, ensuring a smooth check-in process for guests. This includes pre-registering selected guests and preparing key packets, as well as organizing and coordinating check-in procedures for arriving groups. The Rooms Controller is also responsible for monitoring and addressing requests for room changes or departure date adjustments, communicating the status of these requests to the appropriate staff members. Daily tasks include confirming reservations and cancellations, examining the status of out-of-service rooms, and ensuring that room rates comply with market standards while documenting any exceptions. The role requires verifying and adjusting billing for guests, processing all check-in and check-out records, activating room keys, and obtaining valid payments. Additionally, the Rooms Controller must identify any over-assignments of rooms, check for duplicate reservations, and block rooms as necessary. Preparing daily reports and following up with guests to ensure their requests or issues have been resolved satisfactorily is also a key part of the job. The position demands a high level of professionalism, including greeting all guests according to company standards, anticipating their service needs, and expressing genuine appreciation. Effective communication is essential, as the Rooms Controller must speak clearly and professionally, prepare and review written documents accurately, and handle phone calls using appropriate protocols. Collaboration with other departments is crucial, as is serving as a departmental role model or mentor. Maintaining positive working relationships with colleagues and supporting the team in achieving common goals is expected. The role also requires adherence to safety and quality standards, as well as the ability to stand, sit, or walk for extended periods. Physical tasks may include moving, lifting, transporting, pushing, pulling, and placing objects weighing 10 pounds or less. 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.
• Monitor and address requests for room changes or departure date adjustments.
• Confirm reservations and cancellations.
• Examine the status of out-of-service rooms.
• Ensure room rates comply with market standards and document exceptions.
• Verify and adjust billing for guests.
• Process all check-in and check-out records.
• Activate room keys and obtain valid payments.
• Identify over-assignments of rooms and check for duplicate reservations.
• Prepare daily reports and follow up with guests to ensure satisfaction.
• Greet all guests according to company standards and anticipate their service needs.
• Communicate clearly and professionally with guests and staff.
• Coordinate tasks and work with other departments.
• Serve as a departmental role model or mentor.
• Maintain positive working relationships with colleagues and support team goals.
• Adhere to safety and quality standards.

Requirements

• No high school diploma or equivalent required.
• Less than 1 year of relevant work experience.
• No supervisory experience required.
• No specific license or certification required.

Nice-to-haves

• Passionate about wellness and maintaining personal well-being.
• Optimistic and adventurous attitude.

Benefits

• Diverse and inclusive workplace culture.
• Opportunities for personal and professional growth.