Rooms Controller

W Hotels; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Birthday perk: paid day off

Discounts on food & beverages

Global Marriott discounts

Job summary

W Melbourne seeks a Front Office professional to join our luxury hotel team in Melbourne's CBD. You will organize check-ins, assign rooms, and ensure seamless guest arrivals with a proactive, guest-centric approach.

Experience in upscale hotels and familiarity with OPERA PMS are highly valued, with opportunities for career growth within Marriott International.

Join a dynamic, brand-forward team that champions Whatever/Whenever and delivers extraordinary guest experiences.

Qualifications

• Front office experience in luxury hotels.
• Proactive, upbeat demeanor that inspires excellence.
• Passion for creating standout guest experiences.

Responsibilities

• Coordinate check-in and pre-registration for arriving groups.
• Assign rooms based on guests' needs and preferences.
• Review inventory and report out-of-order rooms nightly.
• Handle billing discrepancies and finalize accounts.
• Support Marriott Bonvoy enrollments and guest programs.
• Respond to guest questions and resolve service issues.

Skills

Front office experience

Customer service

Professional demeanor

Career growth

Tools

OPERA PMS

Job description

Additional Information

Job Number 26114898

Job Category Rooms & Guest Services Operations

Location 408 Flinders Lane, Melbourne, Victoria, Australia, 3000 VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Are you excited to work and create epic moments for guests at our multi-award-winning venues? Come and join Marriott International, the largest hotel network in the world. W Melbourne is one of Marriott's luxury brands, and our mission is to ignite curiosity and expand worlds. Our tribe is diverse and enabled to be the best version of themselves. If this sounds like your next workplace, read the below!

About The Hotel - W Melbourne

W Melbourne is the rebel between the streets, sitting in the heart of the Melbourne CBD on the iconic Flinders Lane, the luxury hotel takes its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are four electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

Why Choose W Melbourne?

• Competitive Pay & Annual Reviews: reviewed every July
• Mentor & Buddy Program: we set you up for success with our onboarding program, monthly check-in and development planning.
• Career Growth: global and interstate opportunities with Marriott International
• Prime CBD Location: steps from public transport and parking
• Birthday Perks: enjoy your special day with a paid day off!
• Exclusive Discounts: 35% off food & beverages at W Melbourne + global Marriott room discounts + 600+ local retailers discounts
• Community Engagement: join W Melbourne’s Take Care initiatives and make a difference
• Award-Winning Workplace: third-consecutive-year Great Place to Work certified, with celebrated hatted restaurants, bars, and event spaces
• Referral Bonus: bring your friends and work alongside your tribe

What We Expect Of You

• Previous experience in hotel front office, especially within fast-paced upscale/luxury settings, is highly desirable
• Demonstrated experience with OPERA hotel PMS is advantageous.
• A proactive and upbeat demeanor that inspires excellence
• A genuine passion for creating standout guest experiences and consistently going above and beyond
• Keen to take on new challenges and grow within your career
• A balance of professional polish with creative flair, staying true to W’s playful, boundary-pushing brand

A Glance At What You Will Do

• Organize and coordinate check-in/pre-registration procedures for arriving groups; assigning rooms according to guests' needs
• Review/Track/Accommodate requests for room/check-out changes when possible; communicating status to team
• Review rooms inventory and out-of-order rooms. Run reservation checks and daily reports
• Plan for group arrival and departure, preparing pre check in process according to Group Cover Sheet
• Review billing discrepancies, post charges, and ensure accurate final accounts with next-level precision
• Support Marriott Bonvoy enrollments and make guests feel like part of the Marriott International family
• Bring our Whatever/Whenever brand culture to life with every guest interaction
• Process guest check-ins/outs using OPERA, verifying identity, securing payment, and assigning rooms
• Respond to questions, concerns, and requests using W service standards
• Engage guests in meaningful conversation about their stay, the hotel, and local area like a true local
• Log and follow up on guest requests, calls, and service issues & liaise with relevant teams to resolve guest concerns

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned‑in, up‑for‑anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.

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. #s-dni

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We’re constantly inspired by new faces and new experiences. A tuned‑in, up‑for‑anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.