Rooms Control Manager - Cairo Marriott Hotel

Additional InformationJob Number 26028683Job Category Rooms & Guest Services OperationsLocation Cairo Marriott Hotel, 16 Saray El Gezira Street, Cairo, Egypt, Egypt, 11211VIEW ON MAPSchedule Full TimeLocated Remotely? NPosition Type ManagementRooms Control ManagerAs the Room Control Manager, you will lead a team of Room Controllers and Supervisors, ensuring efficient room assignment operations aligned with guest preferences and requests whenever possible. You will oversee the coordination of check-in and pre-registration procedures, especially for arriving groups, ensuring a smooth and welcoming arrival experience.A key part of this role involves providing daily guidance to your team, setting clear expectations, and holding team members accountable to performance and service standards. You will foster a culture of ownership, teamwork, and continuous improvement.Key responsibilities include:Assign rooms accurately based on guest preferences and special requests, managing both individual and group reservations.Monitor and accommodate room changes and check-out adjustments where feasible, ensuring timely communication with relevant departments.Confirm guest reservations, process cancellations, and review out-of-order room inventory daily.Ensure alignment of room rates with designated market codes and document any rate exceptions.Review and adjust guest billing as necessary and maintain organized and accurate documentation.Manage the full guest arrival and departure process, including key activation and securing valid payment.Identify and resolve overbooking situations; manage duplicate reservations through proactive room blocking.Run and analyze daily operational reports to support room control efficiency.Follow up with guests to verify their requests and concerns have been resolved to their satisfaction.Accurately receive, log, and relay messages with clarity and attention to detail.Conduct regular check-ins with the team, providing support, feedback, and reinforcing accountability for tasks and service delivery.In this role, attention to detail, a guest-first approach, and strong leadership are essential to maintaining operational excellence and a high-performing team environment.CANDIDATE PROFILE Education And ExperiencePrevious experience in a similar role, within Rooms' division or Front Office is essential.CORE WORK ACTIVITIESMaintaining Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.Supporting Management of Front Desk Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors.Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Responds to and handles guest problems and complaints. Sets a positive example for guest relations. Observes service behaviors of employees and provides feedback to individuals. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. Interacts with guests to obtain feedback on product quality and service levels. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.Managing Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control property occupancy. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.Supporting Human Resource Activities Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. Participates in employee progressive discipline procedures.Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Performs all duties at the Front Desk as necessary. Runs Front Desk shifts whenever necessary. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.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. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.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.Willard 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, belong to an amazing global team, and become the best version of you.