Rooms Control Manager Marriott International

Key responsibilities include:

• Assign rooms accurately based on guest preferences and special requests, managing both individual and group reservations.
• Monitor and accommodate room changes and check-out adjustments where feasible, ensuring timely communication with relevant departments.
• Confirm guest reservations, process cancellations, and review out-of-order room inventory daily.
• Ensure alignment of room rates with designated market codes and document any rate exceptions.
• Review and adjust guest billing as necessary and maintain organized and accurate documentation.
• Manage the full guest arrival and departure process, including key activation and securing valid payment.
• Identify and resolve overbooking situations; manage duplicate reservations through proactive room blocking.
• Run and analyze daily operational reports to support room control efficiency.
• Follow up with guests to verify their requests and concerns have been resolved to their satisfaction.
• Accurately receive, log, and relay messages with clarity and attention to detail.
• Conduct regular check-ins with the team, providing support, feedback, and reinforcing accountability for tasks and service delivery.

In this role, attention to detail, a guest-first approach, and strong leadership are essential to maintaining operational excellence and a high-performing team environment.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and building mutual trust, respect, and cooperation among team members.

Serving as a role model to demonstrate appropriate behaviors.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Observes service behaviors of employees and provides feedback to individuals.

Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

Interacts with guests to obtain feedback on product quality and service levels.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Supervises same day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Participates in employee progressive discipline procedures.

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

Performs all duties at the Front Desk as necessary.

Runs Front Desk shifts whenever necessary.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.