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

Hotel Operations

Licenses and Certifications

Required Alcohol Awareness Cert

Required Certified Food Handler

Experience

Required 1 years: Hotel Operations

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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