Marriott International - Hilton Head Island, SC
posted 5 months ago
The Rooms Controller plays a crucial role in ensuring that guests have a seamless and enjoyable experience from the moment they arrive at the hotel. This position is responsible for assigning rooms according to guest requests and preferences whenever possible, ensuring that each guest feels valued and accommodated. The Rooms Controller will pre-register designated guests and prepare key packets, which involves organizing and coordinating check-in and pre-registration procedures for arriving groups. This role requires a keen attention to detail, as the Rooms Controller must review, track, and accommodate requests for room and check-out changes, communicating the status to the appropriate staff members to ensure a smooth operation. In addition to managing room assignments, the Rooms Controller will confirm reservations and cancellations, review out-of-order rooms daily, and ensure that rates match market codes while documenting any exceptions. The position also involves verifying and adjusting billing for guests, filing guest paperwork or documentation, and processing all guest check-ins and check-outs. The Rooms Controller will activate room keys, secure valid payment, and identify any over-commitments, performing duplicate reservation checks and blocking rooms as necessary. Daily reports will be run to track operations, and follow-ups with guests will be conducted to ensure their requests or problems have been met to their satisfaction. The Rooms Controller is expected to receive, record, and relay messages accurately and completely, adhering to all company policies and procedures. Maintaining a clean and professional appearance is essential, as is the confidentiality of proprietary information and the protection of company assets. The role requires welcoming and acknowledging all guests according to company standards, anticipating and addressing their service needs, and assisting individuals with disabilities. Clear and professional communication is vital, both verbally and in written documents, and the Rooms Controller will answer telephones using appropriate etiquette. Collaboration with other departments is necessary to coordinate tasks effectively, and serving as a departmental role model is expected. Developing and maintaining positive working relationships with others is key to supporting the team in reaching common goals and complying with quality assurance standards. The position may require standing, sitting, or walking for extended periods and involves entering and locating information using computers and/or POS systems. Physical demands include moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance. Other reasonable job duties may be requested by supervisors.