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.

Overview

The 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.

Responsibilities

• 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.
• 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 & Revenue

Workplace Health & Safety

Physical Requirements

Seniority level

Employment type

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Industries

Four 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.

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