Rooms Controller

POSITION SUMMARY

Assign rooms according to guest requests and preferences whenever possible while optimizing inventory to maximize occupancy, revenue, and guest satisfaction. Pre-register designated guests and prepare key packets. Organize and coordinate check-in and pre-registration procedures for arriving groups and VIPs. Review, track, and accommodate requests for room changes, upgrades, early arrivals, and late departures whenever possible; communicate status updates to appropriate departments.

Collaborate closely with Housekeeping, Front Office, and Engineering to ensure room readiness and seamless guest arrivals. Review out-of-order and out-of-service rooms daily. Ensure rates match market codes and Marriott brand standards; document and resolve exceptions. Identify and manage over-commitments, perform duplicate reservation checks, and block rooms appropriately to protect inventory integrity.

Run daily reports to monitor occupancy, arrivals, departures, VIP guests, and special requests. Verify and adjust guest billing in coordination with Front Desk and Accounting. Maintain accurate room status and reservation records within Marriott property systems. Follow up with guests and internal teams to ensure all requests and service opportunities have been fulfilled to satisfaction, creating memorable and personalized experiences.

GUEST EXPERIENCE & SERVICE CULTURE

Deliver exceptional guest service by anticipating needs, engaging guests with genuine warmth, and creating memorable first impressions and lasting experiences. Take a sincere interest in each guest interaction, using an engaging personality to “WOW” guests and exceed expectations.

• Welcome and acknowledge all guests according to Marriott brand standards
• Create a personalized stay experience by recognizing preferences, special occasions, and loyalty status
• Actively assist with guest service coordination, ensuring seamless arrival, stay, and departure experiences
• Support front-of-house flow, helping guide and orient guests during peak arrival periods
• Collaborate with Guest Services/Bell team to ensure smooth luggage handling, room escorting, and hotel orientation
• Share knowledge of hotel amenities, local attractions, and unique experiences to inspire guests’ “Wanderlust”

Live the Pyramid culture by “Being the Difference”—going beyond the expected to deliver thoughtful, meaningful service to every guest and associate.

CORE RESPONSIBILITIES

• Provide exceptional customer service by being engaging, proactive, and detail-oriented
• Take ownership of room assignments and ensure alignment with operational priorities and guest satisfaction
• Communicate effectively with all departments to coordinate guest needs in real time
• Support lobby flow and arrival experience, ensuring a welcoming and organized environment
• Step in to assist Guest Services or Front Desk operations during high-volume periods
• Maintain cleanliness, organization, and presentation standards in work areas
• Help create a teamwork-driven environment where each associate contributes to personalized guest experiences

BEHAVIORAL EXPECTATIONS

Follow all company policies and brand standards; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Speak using clear and professional language; prepare and review written documents accurately; answer telephones using appropriate etiquette. Build and maintain strong working relationships across departments. Serve as a role model by demonstrating Marriott’s core values: Put People First, Pursue Excellence, Embrace Change, Act with Integrity, and Serve Our World.

Support the team to achieve common goals while consistently delivering high-quality guest service and adhering to quality assurance standards.

PHYSICAL REQUIREMENTS

Stand, sit, or walk for extended periods of time. Enter and retrieve information using computers and property management systems. Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.