About this role
Room Inventory & Pre-Arrival Planning
- Review daily arrivals, departures, stayovers, and room availability.
- Assign and block guest rooms based on room type, guest preferences, Marriott Bonvoy status, special requests, and operational needs.
- Manage room inventory for transient guests, group blocks, and extended-stay reservations.
- Coordinate room placements for VIPs, repeat guests, special occasion stays, and recovery situations.
- Monitor room status and communicate availability updates with Housekeeping and Front Office teams.
- Ensure room blocking strategies maximize guest satisfaction while protecting inventory integrity.
Group and Transient Reservation Coordination
- Review upcoming group arrivals and coordinate room assignments according to group contracts and requests.
- Work closely with Sales and Event teams to ensure group rooming lists are accurate and entered correctly.
- Identify and resolve room assignment conflicts prior to guest arrival.
- Assist with room moves, room upgrades, and inventory adjustments as needed.
Guest Communication & Service
- Respond professionally to guest inquiries via phone, email, and in person.
- Utilize Marriott communication platforms to interact with guests before arrival and during their stay.
- Document guest requests, preferences, and service recovery opportunities.
- Provide exceptional guest service and maintain Marriott brand standards.
Administrative Support
- Process and maintain credit card authorization forms according to company policies.
- Verify reservation accuracy and ensure guest profiles are properly documented.
- Assist with reservation modifications and special accommodations.
- Maintain organized electronic records and guest correspondence.
- Support front office operations and assist with check-in and check-out functions during peak periods.
Systems & Reporting
- Utilize Lightspeed PMS for reservations, room assignments, guest profiles, and inventory management.
- Use Marriott systems and digital platforms for guest communication and operational coordination.
- Generate and review daily arrival, departure, occupancy, and group reports.
- Identify discrepancies and communicate issues to hotel leadership.
Training & Development
- Participate in training on Marriott systems, digital communication platforms, and property procedures.
- Learn and maintain proficiency in guest service techniques, room inventory management, and hotel operational standards.
- Cross-train in Front Desk functions including guest check-in, check-out, reservations, and service recovery.
Qualifications
Required
- High school diploma or equivalent.
- Strong customer service and communication skills.
- Excellent organizational and multitasking abilities.
- Ability to work in a fast-paced hospitality environment.
- Basic computer proficiency including Microsoft Office and email systems.
- Ability to maintain confidentiality of guest and financial information.
Preferred
- Previous hotel Front Desk, Rooms Control, Reservations, or Guest Services experience.
- Experience with Lightspeed PMS.
- Experience with Marriott brand standards and Marriott systems.
- Knowledge of Marriott Bonvoy loyalty program.
- Experience handling group reservations and room inventory management.
Physical Requirements
- Ability to sit, stand, and walk for extended periods.
- Ability to use computer systems and office equipment throughout the shift.
- Ability to lift up to 20 pounds occasionally.
- Ability to work flexible schedules, including weekends and holidays.
Core Competencies
- Guest Service Excellence
- Attention to Detail
- Communication Skills
- Organization and Planning
- Problem Solving
- Time Management
- Teamwork and Collaboration
- Adaptability and Flexibility