About the Role
W Hotels is seeking a Controller-Rooms to join its team in Riyadh, Saudi Arabia. This full-time, non-management position is suitable for individuals with less than one year of experience looking to start a career in the hospitality industry. The Controller-Rooms will be responsible for managing room assignments, guest check-in/check-out processes, and guest requests to ensure smooth guest experiences while adhering to W Hotels' brand standards and service commitment.
Company Context
W Hotels is part of Marriott International and is dedicated to providing genuine life experiences that redefine luxury. The company's mission is to open doors and minds, embracing new perspectives and bringing guests' passions to life through its 'Whatever/Whenever' service philosophy. W Hotels aims to foster an environment where originality, creativity, and forward-thinking are valued, allowing employees to develop professionally within the Marriott International portfolio.
Key Responsibilities
- Assign rooms based on guest requests and preferences when possible.
- Pre-register guests and prepare key sets.
- Organize and coordinate pre-registration and registration procedures for group arrivals.
- Review and respond to requests for room or departure date changes, communicating changes to relevant staff.
- Confirm reservations and cancellations.
- Review out-of-order rooms daily.
- Ensure room rates align with market prices and document any exceptions.
- Verify and adjust guest billing.
- Complete guest paperwork and administrative documents.
- Prepare and process all guest arrivals and departures.
- Activate room keys.
- Obtain and verify payment.
- Identify and manage overbooking situations and double bookings by blocking rooms accordingly.
- Generate daily reports.
- Follow up on guest requests or issues to ensure satisfaction.
- Receive, record, and transmit messages accurately and legibly.
- Adhere to all brand and hotel policies and procedures.
- Maintain a clean and complete uniform, presenting a neat and professional appearance.
- Maintain confidentiality of hotel-specific information and protect company assets.
- Welcome and receive guests according to company standards, anticipating and responding to their needs.
- Assist individuals with disabilities and thank guests.
- Use clear and courteous language in all communications.
- Prepare and correct documents accurately.
- Answer the telephone using appropriate language.
- Coordinate tasks and work with other departments.
- Serve as a role model for service standards.
- Develop positive and constructive professional relationships with peers.
- Unite and support colleagues to achieve common goals.
- Comply with quality assurance standards.
- Perform other tasks requested by managers that align with the position.
Qualifications and Requirements
- No high school diploma or equivalent is required.
- Less than one year of related work experience is required.
- No supervisory experience is required.
- No specific permits or certifications are required.
Required Skills
- Ability to work standing, sitting, and moving for extended periods.
- Proficiency in entering and retrieving information using computers and/or point-of-sale systems.
- Ability to move, lift, carry, pull, and place objects weighing up to kilograms independently.
- Clear and courteous communication skills.
- Accurate and comprehensive document preparation and correction.
- Professional telephone etiquette.
- Coordination and teamwork skills.
- Customer service orientation and ability to anticipate guest needs.
- Attention to detail in handling guest requests and administrative tasks.
- Ability to maintain confidentiality and protect company assets.
Work Location and Type
This is a full-time, non-management position located at Area 1 Al Aqeeq Street Financial District, Riyadh, Saudi Arabia, 13519. The role is not remote.
Equal Employment Opportunity
Marriott International is committed to providing equal employment opportunities and fostering an environment where all employees are treated with dignity and their unique qualities are appreciated. The company values the diverse blend of cultures, skills, and experiences of its employees and ensures prevention of discrimination based on protected criteria, including disability and veteran status.
