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.