Rooms Controller

**Job Number** 23011690

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**Function**

The successful incumbent will be responsible to assign rooms according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ 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. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards

**Required Experience & Qualifications**
- 3 - 4 years’ experience in Front Office in a 4 or 5 Star Hotel
- Proficient in Opera
- Previous experience with Marriott Systems/Marsha Beneficial
- Excellent communication skills
- Ability to work under pressure and without supervision
- Customer / staff focused
- Team orientation
- Attention to detail
- Problem solving / Decision-Making

**Key Responsibilities**
- Respond promptly to requests from guests and other departments.
- Assign room according to guest request and preferences whenever possible
- Pre-register designated guests and prepare key packets.
- Organize and coordinate check-in/pre-registration procedures for arriving groups.
- Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
- Review out-of-order rooms daily.
- Ensure rates match market codes and document exceptions.
- Verify and adjust billing for guests.
- File guest paperwork or documentation
- Set up/process all guest check-ins/check-outs.
- Activate room keys
- Secure valid payment.
- Identify any over-commitments.
- Perform duplicate reservation checks; block rooms. Run
- Run daily reports.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Receive, record, and relay messages accurately, completely, and legibly
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.