Rooms Controller

Rooms Controller

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.

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.

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.

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.

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.

What are we looking for?

• At least one year in a customer service role with high guest interaction
• A Valid drivers license with no major infractions for 6 months
• Hospitality industry experience is a plus.
• Rooms Controller experience
• Ability to solve problems when they arise.
• Ability to work in a team environment is a must.
• Pleasant and helpful personality.
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Excellent verbal communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Compensation: $28.56 - $28.56

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.