Rooms Controller

W LONDON - CONTROL YOUR BEAT Located in Soho, W London owns the stage in the epicentre of the city's cultural core. Plugged in to the pulse of London's energetic social scene, this is where louder-than-life Soho mixes with the glitzy West End. HOW YOU WILL MAKE A DIFFERENCE

• Assign room according to guest request and preferences whenever possible
• Pre-register designated guests and prepare key packets
• Organize and coordinate check-in/pre-registration procedures for arriving groups
• Lead daily operations with precision and flair, ensuring every guest interaction reflects W's signature style.
• Review/Track/Accommodate requests for room/check-out changes when possible
• communicate status to appropriate departments
• Confirm reservations and cancellations
• Review out-of-order rooms daily
• Ensure rates match market codes and document exceptions. Secure valid payment
• Verify and adjust billing for guests
• File guest paperwork or documentation
• Set up/process all guest check-ins/check-outs. Activate room keys
• Identify any over-commitments
• Perform duplicate reservation checks; block rooms. Run daily reports
• 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.
• Stay organised, and keep the energy high to deliver standout service.
• Handle guest concerns with confidence and empathy-turn challenges into opportunities to impress.
• Understand how your department fuels the hotel's success and consistently aim to exceed targets.
• Lead with authenticity, communicate clearly, make smart decisions, and inspire through action.
• Build a culture of trust, respect, and collaboration where everyone thrives.
• Be the example, model the behaviors that define exceptional service and leadership.
• Know the roles inside out. Step in seamlessly when needed to keep operations smooth.
• Foster open, supportive relationships across the team.
• Confidently oversee all front office areas when senior leaders are away.
• Go beyond expectations, create memorable moments that guests rave about.
• Coach the team to tune into guest needs and respond with creativity and care.
• Personally handle feedback and complaints with professionalism and warmth.
• Set the tone for guest relations-be visible, approachable, and solution-focused.
• Empower the team to deliver exceptional service with confidence.
• Observe, guide, and support team members to continuously raise the bar.
• Use guest feedback to drive innovation and improvement.
  
  W Hotels are 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.
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.


• Meals - Tasty and Varied Complimentary Meals in our Green Room canteen.
• Service Charge - Paid each month!
• Bonus Scheme - 5-10% Bonus Plan
• Learning and Growing - Access to the best digital and classroom based training resources and cross exposure opportunities
• Apprenticeships - Opportunities to undertake an apprenticeship to support your development in your role.
• Holiday - 31 days of holiday including public holidays (enhanced holiday benefit based on length of service)
• Uniform - Complimentary dry cleaning.
• Company Pension Scheme - Save for your future.
• Take Care - Access to our Take Care Emotional Wellbeing Resources & Associate Assistance Service
• Celebrate - Awards and Recognition Celebrations
• BenefitHub - Access to further discounts for shopping, cinema tickets, technology and more!
• Events - Monthly Calendar of Associate Focused & Fun Events
• Long Service Recognition - Dedicated appreciation events for when you reach career milestones within the company.
• Global Marriott Hotel Discounts - Accessible to you and your loved ones, travel the world with Marriott International.
• Food & Beverage Discounts - 20% Discount in all F&B outlets within Marriott Properties
• Spa Discounts - 30% discount in our Away Spa