Rooms Controller

Marriott International, a global leader in the hospitality industry, is known for its commitment to delivering exceptional guest experiences across its portfolio of brands. One of its distinguished brands, JW Marriott, represents the luxury segment within Marriott International’s diverse offerings. JW Marriott prides itself on creating unparalleled work environments where employees are valued as the key to outstanding service and guest satisfaction. With over 100 elegant hotels in prestigious cities and prime resort destinations worldwide, JW Marriott continues to uphold a legacy of refined hospitality inspired by its founder, J. Willard Marriott. The company firmly believes that when employees are happy and supported, guests receive the highest quality of service, thereby fostering lasting relationships and memorable stays.

This full-time, non-management position is located at the JW Marriott hotel situated at 151 W Adams St in Chicago, Illinois. Offering an attractive hourly rate of approximately $28.59, this role involves front-line interaction with guests, focusing on the smooth coordination of room assignments and guest services. The position falls within the Rooms and Guest Services Operations category, emphasizing the importance of efficient guest check-in and check-out processes, room allocation, and daily communication to ensure guest satisfaction. The role requires an individual with open availability to accommodate the dynamic schedule of a world-class luxury hotel.

As a key member of the guest services team, your responsibilities will include assigning rooms according to guest requests and preferences whenever possible, pre-registering selected guests, and preparing key packets to streamline arrivals. You will organize and coordinate group check-in procedures, monitor room status including out-of-service rooms, and manage room or departure date change requests, communicating necessary adjustments to relevant departments. Confirming reservations and cancellations accurately, along with verifying billing and rate adherence to market standards, are crucial to maintaining operational excellence.

You will be expected to maintain meticulous records of guest check-in and check-out, activate room keys properly, ensure valid payments are processed, and identify overbookings and duplicate reservations to prevent conflicts. Preparing daily reports and following up on guest requests or issues to ensure total satisfaction are also integral to the role. In addition, maintaining professional standards by adhering to company policies, ensuring a neat appearance, safeguarding company property, and treating guests with genuine appreciation are essential hallmarks of the position.

This position further requires the ability to communicate clearly and professionally with guests and colleagues, both in person and via telephone, using appropriate protocols. Coordinating tasks with other departments and serving as a role model or mentor within the team promotes a collaborative workplace culture. Physical stamina is necessary, as the job involves standing, walking, and occasional lifting of items weighing up to 10 pounds. Proficiency in using computers and point of sale (POS) systems is required to perform duties efficiently.

Joining JW Marriott means becoming part of a supportive and inclusive community that celebrates cultural diversity and encourages professional growth through training and recognition. The hotel emphasizes a holistic approach to employee well-being and career development, ensuring every associate feels valued and empowered to reach their full potential. JW Marriott is proud to provide an environment where you can excel in delivering luxury hospitality while thriving personally and professionally. With Marriott International's strong commitment to equal opportunity and diversity, this role offers a fulfilling career path in one of the world's most respected hotel brands.