Rooms Controller

About Us

Located in the vibrant heart of downtown, the Baltimore Marriott Inner Harbor at Camden Yards offers exceptional opportunities for our valued associates. Positioned for convenience with easy access to public transit and a discounted on-site parking option, commuting is effortless. Our team members enjoy complimentary meals, uniforms, and a wide range of career advancement possibilities—allowing you to build a fulfilling career while supporting your family and loved ones. Whether you seek a full-time position or a flexible part-time role, we welcome you to become part of our close-knit family. By joining us, you’ll be part of a passionate, fun-loving team that works hard and supports each other. As a member of the HEI family, you will experience the benefits of the HEI Loves culture, which is dedicated to celebrating our associates through competitive compensation, comprehensive benefits, and generous paid time off. Beyond the basics, our associates enjoy health and wellness programs, robust retirement plans, travel benefits, product and service discounts, and much more. At the Baltimore Marriott Inner Harbor, we’re committed to supporting you every step of the way, both professionally and personally.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Essential Duties and Responsibilities

Greet guests immediately with a friendly and sincere welcome, using a positive and clear speaking voice. Listen carefully to guest requests, respond with appropriate action, and provide accurate information regarding hotel outlets, amenities, and local attractions.

Complete the registration process by accurately inputting and retrieving guest information using the hotel’s property management system (FSPMS required). Confirm all pertinent details, including number of guests, room rate, and length of stay. Promote HEI Hotels & Resorts and brand marketing programs while selecting appropriate room accommodations based on guest needs. Code electronic keys, discreetly confirm room number and rate, and provide welcome materials such as key packets, certificates, coupons, and additional amenities as applicable.

Verify and authorize payment methods by processing and imprinting credit cards using electronic systems. Handle cash transactions, provide change, and maintain accountability of an assigned house bank. Accurately accept and record various forms of payment, including vouchers and traveler’s checks, and convert foreign currency at current posted rates. Post all charges to guest rooms and house accounts using FSPMS.

Answer incoming calls promptly with professionalism and clarity. Input, retrieve, and communicate guest messages accurately through the system. Assist with retrieving mail, packages, and facsimiles for guests as requested.

Process guest departures efficiently by closing accounts and confirming satisfaction. Address any dissatisfaction by resolving concerns and, when appropriate, authorizing service recovery measures.

Handle guest concerns and complaints by conducting thorough research and implementing effective solutions. Demonstrate empathy, patience, and professionalism when resolving issues related to billing, room conditions, or service concerns.

Remain calm, alert, and professional during high-volume periods and emergency situations. Exercise sound judgment and discretion in decision-making and problem-solving.

Maintain consistent attendance and availability to meet scheduling needs.

Perform additional duties as assigned to support front office operations.

Qualifications and Skills

• Prior hotel front office experience preferred; experience with FSPMS (required)

• Proficient in using a calculator to perform moderately complex mathematical calculations accurately

• Ability to effectively interact with internal and external guests, demonstrating patience, tact, and diplomacy in high-pressure situations

• Ability to stand and move throughout the front office and perform essential job functions with or without reasonable accommodation

• Strong computer skills with the ability to accurately input and retrieve data within FSPMS or similar property management systems

• Ability to identify and respond to emergency situations appropriately

• Strong interpersonal skills with the ability to build and maintain effective working relationships

• Excellent verbal and written communication skills

• Ability to adapt communication style to effectively engage with supervisors, coworkers, and guests

Compensation

Salary Range: $22.00 - $22.00 Hourly

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.