Marriott International

Manages and franchises hotels around the world

Night Auditor

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeLondon, UK£27.3k /yrIn-person

About the Job

Requirements

A high school diploma or GED and 1 year of experience in guest services, front office, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
Maintain awareness of undesirable persons on property premises and follow property-specific procedures for emergencies, including evacuations, medical emergencies, and natural disasters.
Identify and correct unsafe work procedures or conditions, or report them to management and security or safety personnel.
Handle challenging guest situations during the night and ensure property security.
Report work-related accidents or injuries immediately to a manager or supervisor.
Welcome and acknowledge guests in a friendly manner, using their names when possible; address service needs professionally and promptly; discuss the stay, property services, and local attractions; listen and respond to questions and requests using local standard operating procedures and customer-service knowledge; and thank guests and provide a farewell.
Assist other employees to ensure proper coverage and prompt guest service, anticipate guests' needs, and act on guest preferences where possible.
Run night operations to meet service quality standards and guest expectations; prioritize, organize, and accomplish work; meet Marriott Bonvoy enrollment and Mobile Guest Services goals; minimize chargebacks and revenue loss; handle complaints and conflicts constructively; improve service performance; maximize room revenue and property occupancy through same-day selling; understand the impact of guest services on property financial goals; and contribute to an enthusiastic service environment.
Improve service by communicating with and assisting guests, responding to feedback, and creating individualized experiences; resolve complaints and guest problems; set a positive example and encourage employees to provide excellent service; obtain guest feedback on product quality and service; raise concerns and recurring issues with the Night Manager; and use handovers to keep the team informed.
Process guest check-ins by confirming reservations in the computer system, verifying identity, requesting payment, assigning rooms, and issuing keys according to property policy; secure valid payment before issuing keys; establish accounts; honor room requests and preferences where possible; process check-outs, resolve disputed or late charges, settle accounts, retrieve keys, and request guest feedback; file guest documentation for fraud and chargeback protection; and pre-register and process mobile check-ins.
Ensure rates match market codes and document exceptions; manage end-of-day inventories and procedures; execute the night audit and flag discrepancies to management; oversee property security when security personnel are absent; and oversee overnight health and safety standards, including the pool and fitness centre.
Provide relevant information to co-workers and managers by telephone, in writing, by email, or in person; assist with day shifts when business requires; perform guest-services duties as needed; comply with Marriott International Hotels Limited, regional office, and local policies and procedures; oversee the Re:Fuel outlet, maintain cleanliness and appropriate stock levels, and upsell; and comply with loss-prevention policies and procedures.
Use problem-solving, decision-making, computer, and learning skills; teamwork, diversity relations, customer service orientation, and interpersonal skills; listening, telephone etiquette, English proficiency, communication, and applied reading; dependability, integrity, positive demeanor, professional presentation, safety orientation, adaptability, stress tolerance, and initiative; and multitasking.

Responsibilities

Take ownership of the guest experience from arrival to departure, resolve guest issues at first contact, respond to emergencies through fire-panel management, crisis management, and accident or incident investigation as required, assist other departments when needed, oversee public areas, and maintain a welcoming and safe environment.

JOB SUMMARY

The Night Auditor takes ownership of the guest experience from arrival to departure, resolving guest issues at first contact, as well as responding to emergencies through management of the fire panel, crisis management and accident/incident investigation as required. This position is also responsible to assist other departments when the business requires to do so. The Night Auditor has full oversight of the public areas and ensures we provide a welcoming and safe environment to everyone.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 1 year experience in guest services, front office, or related professional area.

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Safety and Security

Maintain awareness of undesirable persons on property premises.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Handles challenging guest situations during the night and ensure property security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

General Guest Services Overview

Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings

Actively listens and responds positively to guest questions, concerns, and requests following LSOPs and customer service knowledge to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs, watching/listening to guest preferences, acting on them whenever possible.

Working to achieve Guest Services Goals

Runs night operations, ensuring the quality, standards and exceeding the expectations of guests on a daily basis.
Drives their function specific goals and plans to prioritize, organize, and accomplish work
Drives Marriott Bonvoy Enrolments and ensures property target is reached
Drives Mobile Guest Services goals and ensures guests can enjoy a contactless experience
Drives to minimize chargebacks and revenue loss
Handles complaints and conflicts constructively, or otherwise negotiating with others
Strives to improve service performance
Drives same day selling to maximize room revenue and property occupancy
Understands the impact of Guest Services operations on the overall property financial goals and objectives
Contributes to an environment of enthusiastic service for our guests and associates

Ensuring Exceptional Customer Service

Improves service by communicating with and assisting guests, responding to feedback, and strives to create individualized experiences
Handles guest complaints as needed to insure the integrity of the property is maintained, guest satisfaction is achieved
Sets a positive example for other associates
Encourages employees to provide excellent customer service within guidelines.
Acts as point of contact for guest problems and complaints and delivers resolution.
Interacts with guests to obtain feedback on product quality and service levels.
Works with the Night Manager to raise concerns and reoccurring issues
Utilizes communication tools such as handovers to keep the team informed of all matters

Arrival/Departure and Night Audit procedures

Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures
Secure valid form of payment prior to issuing room key.
Set up accurate accounts for each guest upon check-in according to their requirements
Assign room according to guest request and preferences whenever possible.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
File guest paperwork or documentation to assist with fraud and chargeback protection
Pre-register mobile check-ins and process upon arrival
Ensure rates match market codes and that any exceptions are documented and include an explanation
Manages all end of day inventories and procedures
Executes the night audit procedure and flags any discrepancies to the management
Assists with overseeing property security in the absence of security personnel
Oversees all Health & Safety Standards in the property overnight, including Pool and Fitness Centre

Additional Responsibilities

Provides information to co-workers, and manager by telephone, in written form, e-mail, or in person for anything relevant
Oversees all Health & Safety Standards in the property overnight and in the daytime, including Pool and Fitness Centre
If business demands, assists with Day shifts whenever necessary
Performs all duties related to Guest Services as necessary.
Complies with Marriott International Hotels Limited, Regional Office and local policies and procedures.
Oversees the Re:Fuel outlet during shift and ensures cleanliness and appropriate stock levels
Actively upsells in Re:Fuel
Complies with loss prevention policies and procedures.

Critical Competencies

Analytical Skills

Problem Solving
Decision-Making
Computer Skills
Learning

Interpersonal Skills

Team Work
Diversity Relations
Customer Service Orientation
Interpersonal Skills

Communications

Listening
Telephone Etiquette Skills
English Language Proficiency
Communication
Applied Reading

Personal Attributes

Dependability
Integrity
Positive Demeanor
Presentation
Safety Orientation
Adaptability/Flexibility
Stress Tolerance
Initiative

Organization

Multi-Tasking

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.

Pay Range (US/Canada/EMEA): GBP 27,268.80 Annual salary

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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