Guest Experience Expert (Admin)

POSITION SUMMARY

Rooms Administrator

The Rooms Administrator is responsible for providing administrative support to the Rooms Division, ensuring the efficient coordination of daily operations while maintaining the highest standards of accuracy, organization, and guest service. This role supports the Front Office and Rooms leadership team by managing Opera PMS, coordinating guest requests, handling departmental communications, and maintaining operational records.

Key Responsibilities

• Manage and maintain guest reservations, profiles, room blocks, traces, alerts, and other operational information within Opera PMS.

• Process, monitor, and respond to departmental emails, ensuring timely follow-up and accurate communication with guests and internal departments.

• Coordinate and track guest requests, special arrangements, VIP preferences, and service recovery actions to ensure prompt resolution.

• Maintain the Rooms Division calendar, including meetings, operational schedules, and important departmental activities.

• Prepare daily, weekly, and monthly operational reports as requested by the Rooms leadership team.

• Update and maintain departmental files, databases, and administrative records with a high level of accuracy and confidentiality.

• Prepare professional correspondence, letters, memorandums, presentations, and spreadsheets using Microsoft Office applications.

• Coordinate communication between Front Office, Housekeeping, Engineering, Guest Relations, Reservations, and other hotel departments to ensure seamless operations.

• Assist with monitoring operational tasks, follow-up actions, and departmental deadlines.

• Support the preparation of reports related to occupancy, arrivals, departures, VIP guests, room inventory, and other operational requirements.

• Ensure guest requests received via telephone, email, Opera traces, GXP, or other communication channels are assigned, monitored, and completed within established service standards.

• Maintain knowledge of Marriott and hotel operational procedures, ensuring compliance with company standards and data accuracy.

• Operate standard office equipment and hotel systems efficiently while maintaining organized administrative processes.

• Support Rooms Division projects, audits, quality assurance initiatives, and special assignments as delegated by management.

• Maintain complete confidentiality of guest information and company data while complying with Marriott policies and procedures.

Core Competencies

• Proficiency in Opera PMS and Microsoft Office.

• Strong organizational and administrative skills.

• Excellent written and verbal communication.

• High attention to detail and accuracy.

• Ability to prioritize multiple tasks in a fast-paced hotel environment.

• Strong interpersonal skills with a guest-focused mindset.

• Ability to work independently while supporting multiple departments.

• Professionalism, discretion, and confidentiality in handling guest and company information.

PREFERRED QUALIFICATIONS

Education: 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Related Work Experience: 2 years’ experience in a guest services, front desk, or related Sales area.

Supervisory Experience: No supervisory experience.

License or Certification: None

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.