Front Desk - Rooms Controller

Delta Hotels by Marriott Phoenix Mesa

 

Summary/Objective:

 

The Rooms Controller is the backbone of the guest experience They are responsible for anticipating guest’s needs and monitoring all guest requests/inquiries, with the utmost care, attention to detail, and desire to enhance the guest’s experience. The Front Office Manager will work with the Rooms Controller to ensure both a smooth arrival experience and that all requests are handled promptly. The Rooms Controller is analytically minded and is always looking for ways to improve the guest’s experience. Their analytical mind and interpersonal skills make the Rooms Controller adept at coordinating between all Rooms Departments including Front Office, Sales, Reservations, Housekeeping, Engineering, and security. 

 

 

Fundamental Requirements:

• Be an expert on all technology platforms related to the arrival & departure experience, including FSPMS, GXP, Mobile Dashboard, Uniguest, and Sertifi.
• Oversee Mobile Dashboard, including, but not limited to:
  • Processing mobile check-ins and mobile key requests.
  • Web check-ins
  • Waiting guests (queue)
  • Identify guests who may not be able to use Mobile for anonymous check-in and inform guest and front office.
• Responsible for GXP, including:
  • User management
  • Reviewing Customer Care, Ambassador, and property cases
  • Reviewing and responding to chats
  • Ticket escalation and monitoring
  • Front Office report management
• Run Guest Planning Screen, identify Bonvoy preferences, and block special requests
• Partner with Housekeeping, Engineering, and Front Desk to ensure GXP cases are completed in a timely manner by all departments, with guest calls being completed within 20 minutes or less.
• Overseeing, coordinating & communicating OOS/OOO room management daily.
• Partner with Engineering and Housekeeping departments in coordinating preventative maintenance, Deep Cleaning Projects, room deficiencies, and renovations, in conjunction with the Reservations/Revenue departments to ensure the proper room types are placed OOS/OOO.
• Coordinate the selection, inspection, and release of show rooms.
• Ensure VIPs and Bonvoy Elites are blocked in the best possible room options, and amenities are ordered.
• Monitor queue rooms to get guests into rooms as close to their desired check-in time as possible.
• Ensure all special requests (including ADA requests) are hard-blocked and HSKP is aware, and appropriate traces are entered and executed as needed.
• Investigate and follow up on room discrepancies.
• Monitor day-of reservations (including Expedia routing) and coordinating with necessary departments.
• In conjunction with the sales coordinator, ensure that all sales bookings (group/corporate/VIPs) are blocked appropriately.
• Review Arrivals Report to identify requests for room assignments, special requests, preferences, notes, amenities, etc., ideally three days out.
• Ensure all advanced deposits are properly posted daily.
• Reorganize rooms inventory and balance out room types to maximize revenue.
• Balance room type oversells or house oversells.
• Attend Group Resume, BEOs, pre-cons, and GRC meetings to support group arrivals.
• Handle specific group blocking requests and oversee pre-key satellite check-ins for special groups to ensure it is done in time for the group’s ETA to the hotel.
• Handle early check-in requests, placing rooms OOS for VIP/early arrivals.
• Stay updated on property renovations and events that may affect room blocking.

 

Essential Qualifications: 

 

• Minimum two years in a front office or reservations position
• Experience with Marriott Full-Service PMS system preferred: Demonstrated mastery of FSPMS, MGS, and GXP
• Strong oral and written communication skills, combined with proficiency in computer, presentation, and negotiation skills.
• Exceptional time-management skills, with the ability to prioritize and manage multiple tasks effectively.
• Demonstrated leadership skills, with a focus on team collaboration and achieving common goals.
• Ability to work independently, taking initiative, and delivering results.
• Outstanding problem-solving abilities, with a proactive approach to resolving issues and ensuring smooth operations.
• Professional etiquette and attire.

 

Measures of Success: 

 

• Guest satisfaction scores (Medallia, Qualtrics/guestVoice).
• GXP resolution times within the designated standard.
• Seamless interdepartmental coordination.

 

Other duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Benefits

• 401K (Matching)
• Medical
• Dental
• Vision
• Life Insurance
• Long Term Disability
• Short Term Disability (offered)
• Paid Holidays
• Vacation
• Employee Discounts

EEO Statement

Delta by Marriott provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.