Rooms Controller - Front Office

The Ritz-Carlton; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An upscale hotel brand in Dubai is seeking a dedicated professional to manage guest check-ins and ensure exceptional service delivery. Responsibilities include organizing pre-registration, accommodating guest requests for room changes, and maintaining high standards of personal appearance. Applicants should have a high school diploma and preferably some hospitality experience. This role promises a dynamic work environment with opportunities for personal and professional growth while contributing to memorable guest experiences.

Qualifications

• Strong communication skills to serve guests effectively.
• Ability to maintain professionalism under pressure.
• Capability to coordinate tasks across departments.

Responsibilities

• Manage guest check-ins and check-outs efficiently.
• Address guest service needs and resolve issues.
• Maintain confidentiality and protect company assets.

Skills

Customer service

Communication skills

Attention to detail

Education

High school diploma or G.E.D. equivalent

Job description

POSITION SUMMARY

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 and accommodate requests for room or check‑out changes when possible, communicating 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 and process all guest check‑ins/check‑outs, activate room keys, secure valid payment, identify over‑commitments, perform duplicate reservation checks, block rooms, run daily reports and 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; stand, sit, or walk for an extended period of time; enter and locate information using computers and/or POS systems; move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; perform other reasonable job duties as requested by supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: Less than 1‑year related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None.

At Marriott International, we are dedicated to being an equal‑opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At more than 100 award‑winning properties worldwide, The Ritz‑Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo, and Service Values. We offer the chance to be proud of the work you do and who you work with.

In joining The Ritz‑Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.