Rooms Controller

Description

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

Qualifications

Licenses & Certifications

Required

• Alcohol Awareness Cert

• Certified Food Handler

Experience

Required

• 1-3 year: Hotel Operations

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.