Rooms Controller - JW Marriott Grosvenor House

Marriott Hotels Resorts; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prestigious hotel chain in Greater London is seeking a passionate Rooms Controller to provide exceptional guest service. The ideal candidate will have strong organizational skills, communication proficiency in English, and a positive mindset with a genuine passion for hospitality. Responsibilities include managing guest requests, coordinating room assignments, and supporting Front Office operations. Join an esteemed team offering comprehensive development programs and a culture that values teamwork and individual contributions.

Benefits

Marriott Discount Card for hotel benefits

Comprehensive Training and Development program

Meals at work

Uniform

Cycle to work scheme

Pension & Life Assurance

20 days holiday increasing with service

Qualifications

• Previous experience working within a Reservations or Front Desk preferred. Basic Fidelio and Marsha knowledge essential.

Responsibilities

• Responsible for acknowledging, navigating and completing guest requests using our internal communication system.
• Handling administrative duties in a smooth and timely manner.
• Assign guest rooms according to requests and preferences wherever possible.
• Coordinate between Housekeeping, Front Office and Engineering for timely guest room assignments.
• Support the Welcome Office with daily operations including check-in and check-out.

Skills

Strong organization and multi-tasking skills

An analytical way of thinking

Strong problem-solving and decision-making skills

Confidence interacting with guests

Good communication skills – both written and verbal English

The ability to work independently

A positive mindset

A genuine passion for working in hospitality

Education

Good level of English essential

Tools

Fidelio

Marsha

Job description

LONDON, United Kingdom

Job Description

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriottis part of Marriott International's luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Grosvenor HouseLocated on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park.This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.

We are currently recruiting for an ambitious and passionate Rooms Controllerwho strives to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand.

What we are looking for

• Strong organization and multi-tasking skills
• An analytical way of thinking
• Strong problem-solving and decision‑making skills
• Confidence interacting with guests
• Good communication skills – both written and verbal English
• The ability to work independently
• Previous experience working in five star, luxury/lifestyle hotels
• A positive mindset
• A genuine passion for working in hospitality

JOB SUMMARY

Responsible for acknowledging, navigating and completing guest requests using our internal communication system, as well as the balancing of systems Opera and Marsha. Handling administrative duties in a smooth and timely manner - Allocating Rooms for ALL arrivals based on Preferences, VIP Status, Internal and External Request.

• Assign guest rooms according to guest requests and preferences wherever possible
• Communicate and coordinate between Housekeeping, Front Office and Engineering to ensure all guests have appropriate rooms assigned in a timely manner
• Coordinate the pre-registration/check-in of arriving groups
• Assign rooms in order to maximise rooms revenue on a daily basis
• Be a role model within the department, assisting the team to perform their role when required
• Have a flexible approach to your job
• Support the Welcome Office with the daily operation where necessary, including processing check-in, check-out, answering the telephone and handling guest complaints
• Be a JW brand ambassador, ensuring the brand’s voice is present in your interactions with guests and talent

CANDIDATE PROFILE

Experience

• Previous experience working within a Reservations or Front Desk preferred. Basic Fidelio and Marsha knowledge essential.

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Pro‑active and reliable
• Able to work alone and within a team

Education or Certification

• Good level of English essential

As a world‑class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We’ll support you in and out of the workplace by offering:

• Team‑spirited co‑workers
• Encouraging management
• Comprehensive Training and Development program
• Marriott Discount Card enabling to benefit from hotel room, gift shops and F&B across 130 countries.
• Recognition programs
• Meals at work
• Uniform
• Enrolment of Perks at Work - Access to unlimited deals of retailers and more
• 20 days holiday increasing with service
• Cycle to work scheme
• Pension & Life Assurance
• Awards and recognition celebrations and many more….

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll be appreciated and valued.

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.

About the Team

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh‑so‑familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward‑thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott 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. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J. William Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co‑workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well‑being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose,belongto an amazing global team, andbecomethe best version of you.