Rooms Controller / Reservationist

Rooms Controller/Reservationist

Job Overview: The Marriott Hotel Rooms Controller/Reservationist is responsible for coordinating and managing room reservations, ensuring maximum occupancy and revenue while providing exceptional guest service. They act as a central point of contact for guests and internal departments regarding room bookings and availability.

Key Responsibilities:

• Receive and process room reservations efficiently, ensuring accuracy and adherence to Marriott's reservation standards.
• Provide excellent customer service to guests by answering inquiries, assisting with reservations, and handling special requests promptly and professionally.
• Assign room according to guest request and preferences whenever possible.
• Monitor room availability, room types, and rate categories to optimize occupancy and revenue. Coordinate with the revenue management team to implement pricing strategies.
• Handle group reservations, coordinating with the sales team and event planners to ensure a smooth booking process for group guests.
• Ensure rates match market codes and document exceptions
• Review out-of-order rooms daily
• Perform duplicate reservation checks
• Block Rooms Daily
• Run daily reports
• Coordinate tasks and work with other departments.
• Organize and coordinate check-in/pre-registration procedures for arriving groups
• Pre-register designated guests and prepare key packets
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff
• Verify and adjust billing for guests
• File guest paperwork or documentation
• Secure valid payment utilizing Sertifi
• Identify any over-commitments
• Comply with quality assurance standards
• Develop and maintain positive working relationships with others
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Assist with the check-in and check-out processes, ensuring a seamless and welcoming experience for guests.
• Handle reservation cancellations, modifications, and no-shows in compliance with hotel policies.
• Promote hotel amenities and upgrades to enhance the guest experience and increase revenue.
• Maintain effective communication with other hotel departments to ensure guests' needs and requests are met promptly.
• Address and resolve guest concerns or complaints related to reservations courteously and efficiently.
• Maintain accurate and up-to-date records of reservations, guest information, and relevant statistics. Prepare reports as required.
• Ensure that all reservations are processed accurately and in accordance with Marriott's policies and procedures.
• Stay informed about Marriott's loyalty program, policies, and procedures to provide accurate information to guests.
• Receive, record, and relay messages accurately, completely, and legibly.

Qualifications and Skills:

• High school diploma or equivalent; additional education or hospitality-related certification is a plus.
• Previous experience in a hotel reservation or front office role is preferred.
• Familiarity with Marriott's reservation systems and property management systems is an advantage.
• Thorough organization and management skills proficient in accomplishing the task. Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Strong customer service and communication skills, both verbal and written.
• Ability to work in a fast-paced environment, handling multiple tasks simultaneously.
• Attention to detail and ability to maintain accurate records.
• Proficiency in using computers and basic software applications.
• Flexibility to work in shifts, including evenings, weekends, and holidays.