Marriott International - Anaheim, CA
posted 5 months ago
As a Rooms Controller at JW Marriott Anaheim Resort, you will play a crucial role in ensuring that guests have a seamless and enjoyable experience from the moment they arrive. Your primary responsibility will be to assign rooms according to guest requests and preferences, ensuring that their needs are met whenever possible. You will also be responsible for pre-registering designated guests and preparing key packets, which involves organizing and coordinating check-in and pre-registration procedures for arriving groups. This position requires a keen attention to detail as you will need to review, track, and accommodate requests for room and check-out changes, communicating the status to the appropriate staff members. In addition to managing room assignments, you will confirm reservations and cancellations, review out-of-order rooms daily, and ensure that rates match market codes while documenting any exceptions. You will verify and adjust billing for guests, file guest paperwork, and process all guest check-ins and check-outs. Your role will also involve activating room keys, securing valid payments, and identifying any over-commitments. You will perform duplicate reservation checks and block rooms as necessary, run daily reports, and follow up with guests to ensure their requests or problems have been addressed satisfactorily. Customer service is at the heart of this position. You will welcome and acknowledge all guests according to company standards, anticipate and address their service needs, and assist individuals with disabilities. Clear and professional communication is essential, as you will be required to speak with others, prepare and review written documents, and answer telephones using appropriate etiquette. You will coordinate tasks and work collaboratively with other departments, serving as a departmental role model and developing positive working relationships with your colleagues. This position requires you to comply with quality assurance standards and maintain a professional appearance. You will be expected to stand, sit, or walk for extended periods and handle objects weighing less than or equal to 10 pounds without assistance. Overall, your role as a Rooms Controller is vital in upholding the high standards of hospitality that JW Marriott is known for, ensuring that every guest feels valued and appreciated during their stay.