Guest Experience Expert (Night Auditor)
Guest Experience Expert (Night Auditor)
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Salary Not Disclosed
1 Vacancy
Job Description
Four Points by Sheraton - where timeless classics are integrated with modern details. The atmosphere is honest uncomplicated and us as a Night Auditor in a community of approachable and straightforward talent offering simplified not simple experiences to independent travellers.
POSITION SUMMARY
TheFrontOfficeistheaccommodationnervecenterofthehotelandthemaincommunicationpointforguestsduringtheir check in and check out at the Front Desk and the Night Auditor will provide a warm and lasting first impression for guests on arrival and departure. Guests can arrange currency exchanges receive information about the various services on offer both in the hotel and in the city receive mail and messages book tours and obtain assistance for all other enquires from the Night Auditor.
Customer Service
- Warmly welcome and check in guests ensuring smooth arrival experiences.
- Process guest check-outs efficiently while leaving a lasting positive impression.
- Handle all guest calls enquiries requests and complaints promptly and professionally.
- Coordinate group/crew arrivals and departures ensuring accuracy and timeliness.
- Serve as a consistent point of contact for guests resolving issues or escalating as needed.
- Communicate guest requests to relevant departments for seamless service delivery.
- Assist guests before during and after their stay to enhance satisfaction.
- Follow all cashiering and payment handling procedures in line with Marriott policy.
Quality & Standards
- Comply with Marriott systems brand standards and standard operating procedures.
- Maintain reception lobby luggage room and entrance areas in a tidy and welcoming condition.
- Ensure proper handling security and storage of guest belongings keys vehicles and equipment.
- Uphold telephone etiquette concierge standards and guest communication protocols.
- Stay updated by reviewing logbooks emails reports and daily hotel activities.
- Support hotel security and emergency procedures (fire evacuation threats etc.).
- Actively promote hotel facilities services and amenities to guests.
- Participate in meetings briefings and handovers to maintain smooth operations.
Finance & Revenue
- Prepare and process guest bills adjustments and foreign currency exchanges.
- Support finance associates in resolving guest billing disputes and payment issues.
- Monitor and minimize chargebacks rebates and discrepancies.
- Enforce accurate cash handling procedures reducing shortages/overages.
- Maintain financial records and complete daily night audit checklists.
- Ensure all postings entries and codes are accurate and compliant.
Additional Responsibilities
- Maintain visibility in the lobby during high-demand periods.
- Conduct VIP room checks to ensure readiness.
- Actively drive loyalty membership enrollments upselling and promotional programs.
- Provide timely updates and information to supervisors colleagues and subordinates.
- Assist with reservations and administrative duties as required.
- Demonstrate thorough hotel knowledge to anticipate and meet guest needs.
People & Team Engagement
- Communicate effectively with all departments to support smooth guest service.
- Share key information with Housekeeping on arrivals departures and special requests.
- Support the development of team skills through training and mentoring.
- Participate in departmental meetings fostering open communication and engagement.
- Contribute to a positive and motivated team environment.
Workplace Health & Safety
- Adhere to all WHS hygiene and security protocols.
- Maintain a safe and hazard-free work environment reporting issues immediately.
- Actively participate in emergency response drills safety meetings and training.
- Take personal responsibility for health safety and wellbeing in the workplace.
- Wear and maintain personal protective equipment where required.
Physical Requirements
- Ability to stand sit or walk for extended periods or full shifts.
- Safely move lift or carry objects up to 6kg without assistance.
Four Points by Sheraton is part of Marriott Internationals Select portfolio which has committed to putting people first for 90 years. Apply now!
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 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.
Employment Type
Full-Time
