Night Auditor (Night Receptionist) - Aloft London Excel

• 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.