Rooms Controller

Room Inventory & Pre-Arrival Planning

• Review daily arrivals, departures, stayovers, and room availability.
• Assign and block guest rooms based on room type, guest preferences, Marriott Bonvoy status, special requests, and operational needs.
• Manage room inventory for transient guests, group blocks, and extended-stay reservations.
• Coordinate room placements for VIPs, repeat guests, special occasion stays, and recovery situations.
• Monitor room status and communicate availability updates with Housekeeping and Front Office teams.
• Ensure room blocking strategies maximize guest satisfaction while protecting inventory integrity.

Group and Transient Reservation Coordination

• Review upcoming group arrivals and coordinate room assignments according to group contracts and requests.
• Work closely with Sales and Event teams to ensure group rooming lists are accurate and entered correctly.
• Identify and resolve room assignment conflicts prior to guest arrival.
• Assist with room moves, room upgrades, and inventory adjustments as needed.

Guest Communication & Service

• Respond professionally to guest inquiries via phone, email, and in person.
• Utilize Marriott communication platforms to interact with guests before arrival and during their stay.
• Document guest requests, preferences, and service recovery opportunities.
• Provide exceptional guest service and maintain Marriott brand standards.

Administrative Support

• Process and maintain credit card authorization forms according to company policies.
• Verify reservation accuracy and ensure guest profiles are properly documented.
• Assist with reservation modifications and special accommodations.
• Maintain organized electronic records and guest correspondence.
• Support front office operations and assist with check-in and check-out functions during peak periods.

Systems & Reporting

• Utilize Lightspeed PMS for reservations, room assignments, guest profiles, and inventory management.
• Use Marriott systems and digital platforms for guest communication and operational coordination.
• Generate and review daily arrival, departure, occupancy, and group reports.
• Identify discrepancies and communicate issues to hotel leadership.

Training & Development

• Participate in training on Marriott systems, digital communication platforms, and property procedures.
• Learn and maintain proficiency in guest service techniques, room inventory management, and hotel operational standards.
• Cross-train in Front Desk functions including guest check-in, check-out, reservations, and service recovery.

Qualifications

Required

• High school diploma or equivalent.
• Strong customer service and communication skills.
• Excellent organizational and multitasking abilities.
• Ability to work in a fast-paced hospitality environment.
• Basic computer proficiency including Microsoft Office and email systems.
• Ability to maintain confidentiality of guest and financial information.

Preferred

• Previous hotel Front Desk, Rooms Control, Reservations, or Guest Services experience.
• Experience with Lightspeed PMS.
• Experience with Marriott brand standards and Marriott systems.
• Knowledge of Marriott Bonvoy loyalty program.
• Experience handling group reservations and room inventory management.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to use computer systems and office equipment throughout the shift.
• Ability to lift up to 20 pounds occasionally.
• Ability to work flexible schedules, including weekends and holidays.

Core Competencies

• Guest Service Excellence
• Attention to Detail
• Communication Skills
• Organization and Planning
• Problem Solving
• Time Management
• Teamwork and Collaboration
• Adaptability and Flexibility