Guest Experience Expert (Night Auditor)

Four Points by Sheraton - where timeless classics are integrated with modern details.

The atmosphere is honest, uncomplicated and casual.

Join us as a Night Auditor in a community of approachable and straightforward talent offering simplified, not simple experiences to independent travellers.OverviewThe Front Office is the accommodation nerve center of the hotel and the main communication point for guests during their stay.

Guests 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 enquiries from the Night Auditor.ResponsibilitiesWarmly 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.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.Maintain visibility in the lobby during high-demand periods and 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.Maintain a safe and hazard-free work environment, and participate in emergency drills and safety meetings.Finance & RevenuePrepare 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.Workplace Health & SafetyAdhere 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 RequirementsAbility to stand, sit, or walk for extended periods or full shifts.Safely move, lift, or carry objects up to 6kg without assistance.Seniority levelEntry levelEmployment typeFull-timeJob functionManagement and ManufacturingIndustriesHospitalityFour Points by Sheraton is part of Marriott International's 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 celebrated.

We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

#J-18808-Ljbffr