About the Role
W Hotels in Riyadh, Saudi Arabia, is seeking a Rooms Controller to join their team. This is a full-time, non-supervisory position, offering an opportunity for individuals with less than one year of relevant experience to launch their careers in the hospitality sector. The Rooms Controller plays a pivotal role in ensuring a seamless guest experience from check-in to check-out, contributing to the exceptional service standards for which W Hotels are renowned.
Role Responsibilities
The Rooms Controller is responsible for a variety of front office operations, with a focus on guest satisfaction, efficient room management, and billing accuracy. This role requires a proactive approach to guest needs and adherence to company policies and professional standards. You will be an integral part of the Rooms Operations and Guest Services department, working collaboratively with other teams to deliver memorable stays for all guests.
Key Tasks
- Assign rooms according to guest requests and preferences whenever possible.
- Pre-register assigned guests and prepare key packets.
- Organize and coordinate check-in and pre-registration procedures for arriving groups.
- Review, track, and fulfill room change or check-out time change requests when possible, and inform relevant staff of the status.
- Confirm and cancel reservations.
- Review out-of-order rooms daily.
- Ensure rates match market codes and document any exceptions.
- Verify and adjust guest bills.
- Archive guest folios or documents.
- Prepare and process all guest check-ins and check-outs.
- Activate room keys.
- Secure valid payment.
- Identify any overbooked reservations.
- Perform duplicate reservation checks and book rooms accordingly.
- Run daily reports to monitor operations.
- Follow up with guests to ensure their requests have been met or their problems have been resolved to their satisfaction.
- Receive, record, and transmit messages accurately, completely, and legibly.
- Follow all company policies and procedures.
- Ensure that uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information and protect company assets.
- Welcome and acknowledge each guest according to company standards.
- Anticipate and meet guest 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.
- Act as a role model for the department.
- Develop and maintain positive working relationships with others.
- Support the team to achieve common goals.
- Comply with quality assurance standards.
- Stand or sit or walk for extended periods of time.
- Input and access information using a computer and/or point of sale system.
- Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
- Perform other reasonable job duties as requested by supervisors.
Qualifications and Requirements
- High school diploma or equivalent.
- Less than one year of relevant work experience.
- No supervisory experience required.
- No specific licenses or certifications required for this role.
Required Skills
- Guest Services
- Billing
- Customer Service
- Communication
- Teamwork
Work Environment and Location
The work location is in Riyadh, Saudi Arabia, within a financial district. This role is full-time and requires on-site presence.
Marriott International is committed to being an equal opportunity employer, fostering an environment where diverse backgrounds are valued and celebrated. It is committed to not discriminating on any protected basis, including disability, veteran status, or any other basis protected by applicable law.
