Rooms Controller

About Us

Located in the vibrant heart of downtown, the Baltimore Marriott Inner Harbor at Camden Yards offers exceptional opportunities for our valued associates. Positioned for convenience with easy access to public transit and a discounted on-site parking option, commuting is effortless. Our team members enjoy complimentary meals, uniforms, and a wide range of career advancement possibilities—allowing you to build a fulfilling career while supporting your family and loved ones.

Whether you seek a full‑time position or a flexible part‑time role, we welcome you to become part of our close‑knit family. By joining us, you'll be part of a passionate, fun‑loving team that works hard and supports each other. As a member of the HEI family, you will experience the benefits of the HEI Loves culture, which is dedicated to celebrating our associates through competitive compensation, comprehensive benefits, and generous paid time off.

Beyond the basics, our associates enjoy health and wellness programs, robust retirement plans, travel benefits, product and service discounts, and much more. At the Baltimore Marriott Inner Harbor, we’re committed to supporting you every step of the way, both professionally and personally.

Don’t meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

• Communicate effectively, both verbally and in writing, to provide clear direction to Guest Service Agents and Front Office staff. Assign, instruct, and monitor work performance, providing coaching and encouragement to support continuous improvement.
• Greet guests promptly and professionally with a friendly and sincere welcome. Maintain a positive and clear speaking voice, actively listen to guest requests, respond with appropriate actions, and provide accurate information regarding hotel services, outlet hours, and local attractions.
• Efficiently complete the guest registration and check‑out processes by accurately inputting and retrieving information in the FSPMS (FOSSE Property Management System). Confirm guest details, including room type, rate, length of stay, and number of occupants. Promote HEI Hotels & Resorts and brand‑specific marketing programs.
• Perform Rooms Controller functions, including assigning and adjusting room inventory based on guest preferences, availability, VIP status, operational needs, and maintenance or housekeeping constraints. Coordinate closely with Housekeeping and Engineering to ensure room readiness and maximize occupancy and guest satisfaction.
• Issue electronic room keys, prepare and distribute welcome materials as appropriate, and ensure accurate non‑verbal confirmation of room number and rate. Close and reconcile guest accounts at check‑out.
• Verify and authorize credit cards using electronic processing systems. Handle cash transactions, make change, balance an assigned house bank, and accurately post charges to guest rooms and house accounts. Accept and record vouchers, traveler’s checks, and other approved forms of payment while performing moderately complex arithmetic functions accurately.
• Promptly answer incoming telephone calls using a professional and courteous tone. Accurately input, retrieve, and relay guest messages, mail, packages, and other communications in a timely manner.
• Remain calm, focused, and professional during periods of high activity or emergency situations, serving as a role model…