Rooms Controller

Position Summary

The Rooms Controller is responsible for coordinating and organizing the hotel’s guest room inventory. The Rooms Controller will act as a liaison between the Front Office, Housekeeping, and Reservations departments regarding the status and distribution of all guest rooms. The Rooms Controller will also have supervisory tasks overseeing the At Your Service department.

Responsibilities

• Organize and coordinate check-in/pre-registration procedures for arriving groups
• Daily review of all VIP, Distinguished Visitor, Marriott Gold/Platinum Elite Members, repeat guests, long stay guests, special occasion and special needs guests to ensure proper blocking
• Blocking of all rooms and suites and accounting for all special requests on reservations
• Monitor, block and balance specialty product inventory to proactively maximize revenue and ensure proper allocations based on requests
• Conduct daily evaluation required of hotel inventory for 3 months in advance, ensuring oversold categories are balanced and inventory reflects actual availability
• Work with Reservations to ensure ongoing selling strategies do not oversell key Suite categories and bedding types
• Ensure rates match market codes and document exceptions
• Cross check previous guest history and preferences to ensure we deliver on guest expectations
• Monitor and ensure the execution of hotel Promotions and Packages and related pre-arrival duties, including cross checks of billing, traces and alerts
• Assign room according to guest request and preferences whenever possible
• Pre-register designated guests and prepare key packets
• Organize and plan site rooms and suites with Sales and Housekeeping departments
• Liaise between Catering, Group Sales and Reservations to obtain arrival/departure times, gather Marriott Elite Member information and assign VIP preferences accordingly
• Daily monitor room and suite moves and queue processes to improve arrival experience
• Daily review of next day arrivals ensuring requests, room blocking, and amenities for special occasions are confirmed
• Ensure that there are no holes in the room blocking and inventory 7 days in advance
• Support and assist Front Desk colleagues to resolve room re-allocation situations and Reservations colleagues with overflow phone calls
• Confirm reservations and cancellations
• Review out-of-order rooms daily
• Verify and adjust billing for guests
• Performs other duties are required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
  
  

Qualifications

• Ability to speak, read, write and understand English
• Professional demeanor appropriate for a luxury environment
• Two (2) years’ experience in a Hotel or Resort Front Desk position
• Must be familiar with MS Word, Excel, Outlook and Property Manager
• Must be able to work flexible schedule including weekends
• Marriott property management and reservations system experience preferred
• Must possess leadership skills: decision-making, organization, planning and initiative
• Must possess excellent communication skills both written and verbal and the ability to communicate with all shifts and departments
• Knowledge of all technical equipment and systems related to the Front Office, Housekeeping, and Reservations departments
• Must be detail-oriented, analytical, and able to work both self-sufficiently, as well as, in a group setting
  
  

Education

• Degree in Hospitality related major preferred, but not required
  
  

Requirements

• Must be able to stand, walk, sit for prolonged periods of time
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell