Rooms Controller/Reservationist

4 weeks ago

Uniondale, United States Blue Sky Hospitality Solutions Full time
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.

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