Rooms Controller Supervisor

Job Overview

This role involves managing room assignments according to guests' preferences, ensuring smooth check-in and check-out procedures, handling guest requests, and maintaining accurate records. The Rooms Controller Supervisor facilitates coordination among departments and provides exceptional service that aligns with the high standards of JW Marriott's luxury hospitality.

Primary Responsibilities

• Assign rooms based on guest requests and preferences whenever feasible.
• Pre-register assigned guests and prepare their key packets.
• Organize and coordinate check-in and pre-registration for guest groups.
• Monitor and handle requests regarding room changes and check-out adjustments, communicating updates to staff accordingly.
• Confirm reservations and manage cancellations.
• Review daily out-of-order room listings.
• Ensure room rates correctly reflect market codes and document any exceptions.
• Verify and adjust guest billing details as necessary.
• File guest documents and paperwork efficiently.
• Facilitate all guest check-in and check-out processes, including activating room keys and securing valid payments.
• Identify and resolve any overbooking issues and check for duplicate reservations, implementing room blocks where needed.
• Generate and analyze daily operational reports.
• Follow up with guests to confirm their requests or issues have been satisfactorily resolved.
• Accurately receive, record, and communicate messages.
• Adhere strictly to company policies and procedures, maintain a professional appearance, uphold confidentiality, and safeguard company assets.
• Welcome guests warmly according to company standards, anticipate and meet service needs, and assist guests with disabilities.
• Use clear and professional communication in verbal and written forms, including telephone etiquette.
• Coordinate tasks collaboratively with other departments.
• Serve as a role model within the department and foster positive, cooperative relationships with colleagues to achieve common objectives.
• Comply with quality assurance standards.
• Physically capable of standing, sitting, or walking for prolonged periods and handling objects weighing up to 10 pounds without aid.
• Perform additional duties as assigned by supervisors.

Qualifications

• Educational qualification: High school diploma or equivalent (G.E.D.).
• Work experience: Under one year of related experience.
• Supervisory experience: Not required.
• No licenses or certifications mandated.

Company and Culture

JW Marriott is a luxury brand within Marriott International, known globally for outstanding hospitality and luxury experiences. The company values diversity, equal opportunity, and inclusion, fostering a supportive environment where associates thrive and deliver exceptional guest service. The "JW Treatment" reflects the commitment to associate well-being and guest satisfaction.