Rooms Controller

Marriott International is a global leader in the hospitality industry, renowned for its commitment to excellence and exceptional guest experiences. Among its distinguished portfolio of hotel brands, Westin Hotels & Resorts stands out for promoting wellness and rejuvenation, helping guests become the best versions of themselves while traveling. This position is located at the Westin hotel in Washington, D.C., situated at 999 9th St NW, where the team is dedicated to delivering high-quality service and fostering a culture of diversity and inclusion. Marriott International emphasizes equal employment opportunities and actively celebrates the diverse backgrounds of its associates, ensuring an inclusive and welcoming atmosphere for all employees and guests alike.

This role is a full-time, non-management position in the Rooms & Guest Services Operations category, offering an hourly pay range of $23.77 to $31.70. The position demands open availability, including weekend shifts, and previous front office or rooms controller experience is preferred but not mandatory. The Rooms Controller plays a crucial role in the smooth and efficient management of room assignments and guest services, ensuring that guest preferences and requests are met to the highest standards.

As a Rooms Controller at Westin, you will be responsible for assigning guest rooms based on their preferences and specific requests whenever possible. You will manage pre-registrations efficiently, prepare key packages, and coordinate check-in procedures for arriving groups to streamline the guest experience. Critical tasks include verifying and adjusting room charges, confirming reservations and cancellations, tracking and resolving change requests related to room assignments or departure dates, and maintaining accurate documentation and records related to guest stays.

In addition to administrative responsibilities, the role requires a hands-on approach to monitoring room status, such as inspecting rooms that are out of order and identifying overbooked accommodations. You will be tasked with verifying billing accuracy for guests and ensuring all market-related rates and exceptions are well documented. Communication is key in this role, as you will need to handle guest inquiries, coordinate with various hotel departments, and ensure all requests or issues are resolved to the guest's complete satisfaction.

The position also emphasizes exemplary customer service skills, requiring you to greet guests warmly, anticipate their needs, assist guests with disabilities, and maintain professionalism in all interactions. Strong communication skills in both verbal and written forms are expected, as well as the ability to operate point-of-sale systems and other computer applications to access and record information.

Working as a Rooms Controller at Westin means being part of a dedicated team focused on wellness and hospitality excellence. Employees are encouraged to adopt wellness practices both inside and outside the workplace, contributing to an environment where wellbeing is prioritized. This role offers an excellent opportunity to develop professionally within a well-respected global hospitality brand committed to empowering both guests and associates.