Rooms Controller

JobsCloseBy Editorial Insights

Marriott International seeks a full time, on site Rooms Controller for Downtown Abu Dhabi to manage pre registrations, assign rooms to guest preferences, coordinate check ins and group arrivals, verify reservations and billing, and collaborate with other departments while safeguarding guest privacy and assets. The ideal candidate has about 4 years in guest services or front desk, a 2 year degree in Hotel Management or related field, excellent English, and demonstrated teamwork, communication, and problem solving skills. You must be comfortable with standing for long periods and light lifting. To apply, tailor your CV to show measurable achievements in room and rate management, billing accuracy, and guest issue resolution; highlight familiarity with POS systems, safety policies, and brand processes LEARN, PLEASED, LEAP; emphasize proactive guest service and reliability, and confirm willingness to work onsite in Abu Dhabi and 48 hour weeks.

POSITION SUMMARY

• Assign room according to guest request and preferences whenever possible. 
• Pre-register designated guests and prepare key packets. 
• Organize and coordinate check-in/pre-registration procedures for arriving groups. 
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. 
• Confirm reservations and cancellations. 
• Review out-of-order rooms daily. 
• Ensure rates match market codes and document exceptions. 
• Verify and adjust billing for guests. 
• File guest paperwork or documentation. 
• Set up/process all guest check-ins/check-outs and activate room keys. 
• Secure valid payment and identify any over-commitments. 
• Perform duplicate reservation checks ; block rooms and run daily reports. 
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. 
• Receive, record, and relay messages accurately, completely, and legibly. 
• Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. 
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. 
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. 
• Coordinate tasks and work with other departments and serve as a departmental role model. 
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Comply with quality assurance standards. 
• Stand, sit, or walk for an extended period of time. 
• Enter and locate information using computers and/or POS systems. 
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors. 

SCOPE/BUSINESS CONTEXT

• A Full Time position based at the Marriott Hotel & Marriott Executive Apartment Downtown Abu Dhabi.

CANDIDATE PROFILE

Experience

• 4 years’ experience in the guest services, front desk, housekeeping, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing), An effective Team Player in a team based environment
• Effective time management skills, Innovative 
• Pro-active and reliable, Able to work alone and within a team, Strong Presentation skills

Education or Certification 

• Excellent level of English is essential
• High school diploma or GED
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Key Performance Areas

• Customer Service – Internal and External
• Business Management
• Performance Management
• Personal Effectiveness

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

Safety and Security 

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 
• Maintain awareness of undesirable persons on property premises. 
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. 
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury. 

Policies and Procedures 

• Protect the privacy and security of guests and coworkers. 
• Maintain confidentiality of proprietary materials and information. 
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. 
• Follow company and department policies and procedures. 
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 
• Perform other reasonable job duties as requested by Supervisors. 

Guest Relations 

• Thank guests with genuine appreciation and provide a fond farewell. 
• Address guests' service needs in a professional, positive, and timely manner. 
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. 
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 
• Assist other employees to ensure proper coverage and prompt guest service. 
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 

Communication 

• Speak to guests and co-workers using clear, appropriate and professional language. 
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information. 
• Provide assistance to coworkers, ensuring they understand their tasks. 
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. 

Assists Management 

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. 
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. 
• Coordinate tasks and work with other departments to ensure that the department runs efficiently. 
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. 
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). 
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. 

Working with Others 

• Support all co-workers and treat them with dignity and respect. 
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 
• Develop and maintain positive and productive working relationships with other employees and departments. 
• Partner with and assist others to promote an environment of teamwork and achieve common goals. 

Quality Assurance/Quality Improvement 

• Comply with quality assurance expectations and standards. 

Physical Tasks 

• Stand, sit, or walk for an extended period of time or for an entire work shift. 
• Enter and locate work-related information using computers and/or point of sale systems. 
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. 

OTHER

• Performs other duties as assigned by the leader to meet business needs.
• Carries responsibility for ensuring that all cash and key security procedures are adhered at all times as per the hotel policy
• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited, Continental Office local policies and procedures and with hotel job aids
• Working hours as required to do your job but normally not less than 48 hours per week