Rooms Controller

Orlando, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Employee wellness programs

Job Description

Marriott International is a globally recognized hospitality company known for its commitment to delivering exceptional guest experiences and fostering inclusive workplace environments. Its brand, JW Marriott, represents the luxury segment of Marriott's portfolio, featuring over 100 stunning hotels in prime city and resort locations worldwide. JW Marriott prides itself on placing employees first, understanding that a happy and motivated staff translates into satisfied guests. The company cultivates an atmosphere of genuine camaraderie, diversity, and continuous professional growth through training, development, and recognition programs. The ethos of JW Marriott centers on holistic well-being, ensuring that employees thrive personally and professionally while contributing to the brand's legacy of excellence and innovation in hospitality.

This full-time, non-management position is located at 14900 Chelonia Pkwy, Orlando, Florida, within the Rooms and Guest Services Operations department. The role focuses on guest room assignment, check-in coordination, and ensuring smooth communication between guests and various hotel departments. Responsibilities include assigning rooms according to guest preferences, managing reservation confirmations and cancellations, overseeing room status and billing adjustments, and maintaining documentation related to guest stays. The position requires active engagement with guests to anticipate and fulfill their needs, uphold company policies, and deliver genuine appreciation and service quality as part of the JW Treatment™ experience. The candidate should also be capable of handling administrative tasks such as preparing daily reports and activating room keys, while demonstrating professionalism in appearance and confidentiality. Physical demands include standing, walking, and handling light objects. This role is pivotal to maintaining Marriott's promise of delivering "A wonderful hotel experience, always," by supporting efficient front desk operations and providing exceptional guest service in a luxury hotel environment. Successful candidates will join a global community dedicated to hospitality excellence and personal development.

Job Requirements

High school diploma or equivalent not required
Less than one year of related work experience
No supervisory experience required
Ability to communicate clearly and professionally
Basic computer skills
Ability to stand, walk, and perform physical tasks during long periods
Capacity to lift and handle objects weighing up to 10 pounds
Willingness to comply with company appearance and conduct standards
Ability to maintain confidentiality
Flexibility to perform other reasonable duties as assigned

Job Qualifications

Less than one year of related work experience
No supervisory experience required
High school diploma or equivalent not required
Strong communication and interpersonal skills
Ability to follow established procedures and company policies
Customer service orientation
Ability to work collaboratively in a team environment

Job Duties

Assign rooms according to guest requests and preferences when possible
Register selected guests in advance and prepare key packages
Organize and coordinate arrival and pre-registration procedures for groups
Examine, follow up, and address room change or departure date requests, communicating status to relevant staff
Confirm reservations and cancellations
Inspect out-of-service rooms daily
Ensure rates comply with market standards and document exceptions
Verify and adjust guest billing
File guest paperwork and documentation
Organize and process all guest check-in and check-out records
Activate room keys
Obtain valid payments
Identify and manage over-assigned rooms
Check for duplicate reservations and block rooms accordingly
Prepare daily reports
Follow up with guests to ensure satisfaction and resolution of requests
Receive, record, and relay messages accurately
Comply with company policies and maintain professional appearance
Greet guests according to company standards, anticipate and fulfill service needs, and assist guests with disabilities
Communicate clearly and professionally in person, in writing, and on the phone
Coordinate tasks with other departments
Serve as a departmental role model or mentor
Foster positive work relationships and support team objectives
Adhere to quality safety standards
Perform physical activities as required
Use computers and point of sales systems to enter and locate information
Handle light objects weighing up to 10 pounds
Perform other reasonable duties as assigned by supervisors