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.