**Additional Information** **Job Number** 25121711 **Job Category** Rooms & Guest Services Operations **Location** Cairo Marriott Hotel & Omar Khayyam Casino, 16 Saray El Gezira Street, Cairo, Egypt, Egypt, 11211VIEW ON MAP (https://www.google.com/maps?q=Cairo%20Marriott%20Hotel%20%26%20Omar%20Khayyam%20Casino%2C%2016%20Saray%20El%20Gezira%20Street%2C%20Cairo%2C%20Egypt%2C%20Egypt%2C%2011211) **Schedule** Full Time **Located Remotely?** N **Position Type** Management **Room Control Manager – Role Overview** As 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. **CRITICAL TASKS** Policies and Procedures + Maintain confidentiality of proprietary materials and information. + Follow company and department policies and procedures. + Protect the privacy and security of guests and coworkers. + Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. + Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. + Perform other reasonable job duties as requested by Superior. + Oversees all Room Control operations, ensuring smooth coordination and execution by the team. + Ensures appropriate room blocking for both individual guests and group bookings, aligning with specific preferences and requirements. + Sets daily enrollment targets for room controllers, aligning them with frontline team goals. + Ensures timely communication by responding to emails within one hour and answering all calls within three rings. + Identifies and escalates any rate discrepancies or reporting system issues to the appropriate departments for timely resolution. + Utilizes the GXP platform effectively, addressing concerns promptly, resolving them, and ensuring closure before escalation. + Maintains and updates the room controller checklist regularly to reflect current procedures and priorities. + Organizes and maintains ISRA files, and ensures periodic self-audits are conducted for compliance. + Monitors adherence to credit policies to minimize bad debts and unauthorized rebates. + Ensures full compliance with all Front Office standards, policies, and procedures. + Manage clearance of pending paymasters and review any team shortages or overages. + Coordinate daily with the Finance team to resolve accounting-related issues. + Update the Front Office Job Aid, especially the finance-related procedures, to maintain accuracy and relevance. + Ensure the Room Control workspace is consistently clean, organized, and professionally maintained. + Review OXI error messages and take appropriate action. + Print and act on Front Office trace reports. + Review Out of Order (OOO) and Out of Service (OOS) reports; coordinate with Housekeeping and Engineering to update room statuses accordingly. + Process charges for no-shows and cashier transactions; update the FIAT system accordingly. + Review the departure report, follow up on departures without Estimated Time of Departure (ETD). + Conduct virtual credit card charges as required. + Ensure no pending post-masters remain outstanding. + Contact next-day departures to confirm departure times and update Opera accordingly. + Review room allocation for the current day and the following three days based on this priority order:Loyalty Ambassador stays → Redemption stays → Elite members → VIPs → Mobile check-in guests → Groups, crews, and special requests (e.g., honeymooners, guests with physical challenges, long stays, guests with past history, high maintenance, interconnecting rooms) → Check internal communications from other departments for additional bookings. + Prepare room keys for group arrivals and manage all special requests. + Monitor rooms in the queue and coordinate follow-up with Housekeeping. + Close all Debit Balances (DB), vouchers, and bank transfer Communication + Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. + Speak to guests and co-workers using clear, appropriate and professional language. + Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). + Talk with and listen to other employees to effectively exchange information. + Provide assistance to coworkers, ensuring they understand their tasks. + Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. + Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Assists Management + Coordinate tasks and work with other departments to ensure that the department runs efficiently. + Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. Working with Others + Support all co-workers and treat them with dignity and respect. + Develop and maintain positive and productive working relationships with other employees and departments. + Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. + Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement + Comply with quality assurance expectations and standards. Physical Tasks + Stand, sit, or walk for an extended period of time or for an entire work shift. + Enter and locate work-related information using computers and/or point of sale systems. + Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Reservations/Blocking Rooms + Identify any over-commitments by room type (e.g., bedding, view, size). + Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition). + Perform duplicate reservation checks. + Confirm reservations and cancellations. Reports/Recordkeeping + Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. + Maintain and update database containing preferences of repeat and VIP guests. Guest Services + Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. + 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. **CRITICAL COMPETENCIES** **Room Control Manager – Role Overview** As 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. **CRITICAL TASKS** Policies and Procedures + Maintain confidentiality of proprietary materials and information. + Follow company and department policies and procedures. + Protect the privacy and security of guests and coworkers. + Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. + Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. + Perform other reasonable job duties as requested by Superior. + Oversees all Room Control operations, ensuring smooth coordination and execution by the team. + Ensures appropriate room blocking for both individual guests and group bookings, aligning with specific preferences and requirements. + Sets daily enrollment targets for room controllers, aligning them with frontline team goals. + Ensures timely communication by responding to emails within one hour and answering all calls within three rings. + Identifies and escalates any rate discrepancies or reporting system issues to the appropriate departments for timely resolution. + Utilizes the GXP platform effectively, addressing concerns promptly, resolving them, and ensuring closure before escalation. + Maintains and updates the room controller checklist regularly to reflect current procedures and priorities. + Organizes and maintains ISRA files, and ensures periodic self-audits are conducted for compliance. + Monitors adherence to credit policies to minimize bad debts and unauthorized rebates. + Ensures full compliance with all Front Office standards, policies, and procedures. + Manage clearance of pending paymasters and review any team shortages or overages. + Coordinate daily with the Finance team to resolve accounting-related issues. + Update the Front Office Job Aid, especially the finance-related procedures, to maintain accuracy and relevance. + Ensure the Room Control workspace is consistently clean, organized, and professionally maintained. + Review OXI error messages and take appropriate action. + Print and act on Front Office trace reports. + Review Out of Order (OOO) and Out of Service (OOS) reports; coordinate with Housekeeping and Engineering to update room statuses accordingly. + Process charges for no-shows and cashier transactions; update the FIAT system accordingly. + Review the departure report, follow up on departures without Estimated Time of Departure (ETD). + Conduct virtual credit card charges as required. + Ensure no pending post-masters remain outstanding. + Contact next-day departures to confirm departure times and update Opera accordingly. + Review room allocation for the current day and the following three days based on this priority order:Loyalty Ambassador stays → Redemption stays → Elite members → VIPs → Mobile check-in guests → Groups, crews, and special requests (e.g., honeymooners, guests with physical challenges, long stays, guests with past history, high maintenance, interconnecting rooms) → Check internal communications from other departments for additional bookings. + Prepare room keys for group arrivals and manage all special requests. + Monitor rooms in the queue and coordinate follow-up with Housekeeping. + Close all Debit Balances (DB), vouchers, and bank transfers. 1. Communication + Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. + Speak to guests and co-workers using clear, appropriate and professional language. + Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). + Talk with and listen to other employees to effectively exchange information. + Provide assistance to coworkers, ensuring they understand their tasks. + Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. + Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Assists Management + Coordinate tasks and work with other departments to ensure that the department runs efficiently. + Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. Working with Others + Support all co-workers and treat them with dignity and respect. + Develop and maintain positive and productive working relationships with other employees and departments. + Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. + Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement + Comply with quality assurance expectations and standards. Physical Tasks + Stand, sit, or walk for an extended period of time or for an entire work shift. + Enter and locate work-related information using computers and/or point of sale systems. + Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Reservations/Blocking Rooms + Identify any over-commitments by room type (e.g., bedding, view, size). + Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition). + Perform duplicate reservation checks. + Confirm reservations and cancellations. Reports/Recordkeeping + Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. + Maintain and update database containing preferences of repeat and VIP guests. Guest Services + Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. + 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. **CRITICAL COMPETECIES** Analytical Skills + Problem Solving + Decision-Making + Computer Skills + Learning Interpersonal Skills + Customer Service Orientation + Interpersonal Skills + Team Work + Diversity Relations Communications + Communication + Applied Reading + Telephone Etiquette Skills + English Language Proficiency + Listening + Writing + Form, Report, and Log Completion Personal Attributes + Dependability + Presentation + Integrity + Positive Demeanor + Initiative + Stress Tolerance + Adaptability/Flexibility + Safety Orientation Organization + Detail Orientation + Multi-Tasking + Time Management + Planning and Organizing Physical Abilities + Visual Acuity Front Desk + Block Rooms 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.