Night Auditor/Porter

Job description

Marriott Hotels , Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

Desired profile

Qualifications :

Job Summary

To maintain a safe and secure hotel for all guests and associates. To ensure all guests receive a warm, friendly and attentive check in and check out and to respond to any guest queries and complaints. To ensure the highest level of service is delivered to all guests during the night. To ensure that standards are maintained and improved where possible. The jobholder must be fully conversant with company policies and procedures and ensure that these are adhered to. To actively contribute to achieving the targets set for the Front Office balanced Scorecard.

Experience:

·  Previous experience working within a Front Office hotel environment preferred

Skills and Knowledge

·  Strong Communication skills (verbal, listening, writing)
·  Pro-active and reliable
· 
Innovative

· 
Able to work alone and within a team

· 
Good attention to detail

· 
Excellent guests relation skills

· 
Customer Focus

· 
Strong customer and associate relation skills

· 
Strong problem-solving skills

· 
Flexible hours in line with business needs

· 
Hotel Credit Policy

· 
Knowledge of hotel services and food and beverage menu

· 
Knowledge of room service Standard Operating Procedure (SOP's)

· 
Knowledge of local area, local attractions, entertainment and landmarks

· 
Knowledge of hotel room types, layouts and features

· 
Knowledge of all guest facing hotel operations

Education or Certification

· 
A good level of English is essential (verbal, listening, writing)

The following are specific responsibilities and contributions critical to the successful performance of the position:

·  To oversee and, where necessary, carry out the Night Audit function including the provision of systems expertise as laid down by the company requirements.
·  Handle walk-in guests, guest concerns and resolve any problems experienced by guests or visitors in the absence of the relevant Team Leader.
·  Be fully aware and comply with all statutory fire, legal, bomb, health and safety procedures and support during the event of an emergency.
·  Follow previously determined “on the day” sales strategy in order to achieve maximum optimum rate. Maximize sales through up selling.
·  To have a thorough knowledge of daily rates, selling strategies, special offers and the hotel cancellation policy.
·  Follow the Company security policies within the hotel and support safety and security of hotels guests and visitors through regular checks and patrols throughout the night.
·  Maintains departmental and Marriott Company SOP's including Brand Standard Audit criteria and acts in accordance with these at all times.
·  Actively working to achieve Green Zone in all areas of Front Office Balanced Scorecard. Support other departments to achieve the same, i.e. Room Service quality, trays in corridors, bar service etc.
·  To complete the correct check-in procedure following the Brand Standard guide lines and the first ten check-in processes.
·  To answer any guests queries regarding their bill and is able to collect and settle the guest bill according to the guest's preferred method of payment while following the company policy for folio or bill settlements ensuring correct discounts if any are applied.
·  Complete regular checks and patrols throughout the night in conjunction with Marriott safety and security procedures
·  Completes night's task list including reassuring correct input of wake up calls, collection of breakfast cards and newspaper rounds.
·  Able to carry out all Receptionists/Telephones duties.
·  To support other front office functions including Concierge, AYS and Reception during busy periods and during times of sicknesses, holidays and absences.
·  To assist where necessary with luggage and issue spare guest supplies on request.
·  To ensure that the Executive Lounge is prepared for breakfast with all necessary items and equipment.
·  To ensure that the Executive Lounge area is kept well maintained and cleaned to high standard and be responsible for any queries or issues regarding it during your shift.
·  To follow and comply with daily shift closure procedures and reports any discrepancies.
·  To follow the hotel policy for cashiering and banking and adhere to Standard Operating Procedure for adjustments or corrections.
·  Credit Management: Is fully conversant with hotel credit policy and ensures it is strictly adhered to ensuring minimal losses to the company. Is responsible for daily management of the guest ledger.
·  To attend all Marriott training sessions including all legislative training or additional training provided by the hotel and departmental meetings as required.
·  Being aware of Health & Safety guidelines.
·  Use established channels of communication including monthly one to ones, month meetings and pre and post briefings to ensure a seamless transition of all information relevant to the department, company and the shift. Establish channels of interdepartmental communication to ensure clear and effective communication between departments within the hotel.
·  Support other departments by providing operational assistance during the night in order to ensure seamless delivery of quality service to the standard experienced during the day.
·  Is aware and follows licensing laws while supporting other departments, i.e. bar, restaurant, C&B.
·  Expected to carry out all reasonable requests by management of which the associate is capable of preforming.
·  To have a sound knowledge of the Marriott Rewards program & proactively supports new enrolments among the night team.
·  Follows Marriott hospitality principles to support hotel GSS through providing exceptional service through anticipation of guest needs by asking questions and watching or listening to guest preferences and acting on them whenever possible. While also ensuring we take into consideration the preferences and requests from guests reservation when allocating rooms.
· 
Follows the Marriott hospitality principles to welcome guest's appropriately using appropriate verbal and non-verbal communication and address guest's service needs in a professional, positive and timely manner.

·  To be able to support any incoming queries in a prompt and professional manner and to deal with all the customer complaints following the hotel standard procedure ensuring any complaints are recorded through the Guest Response program in a timely and professional manner.
·  Have a comprehensive knowledge of hotel services and facilities including any promotions, departmental hours of operation and bedroom facilities including amenities and features to support any guest queries.
·  To have operational knowledge of MARSHA, MICROS and OPERA in order to be able to add, amend and cancel reservations.
·  To complete timely car park checks to ensure ticket machine and entry/exit barriers are maintained in working order and to ensure the car park area is kept cleaned at all times.
·  To ensure the pay machines are always stocked with required receipt paper and changes at all times.
·  To ensure the entry/exit barrier have proper stock of tickets at all times and is in working order. In the case of any breakdown issues to inform Duty Manager immediately.
·  Keep the lobby area and reception area clean and tidy at all times and remove crockery, clean ashtrays, etc.
·  Maintains regular checks on all operational areas and to be visible to guest areas.
·  To direct and control the night audit to ensure revenue is maximized and that management information is accurate and available in order that guests' accounts are correct and the accounts function is efficient and effective. Accurate rate checks in place to maximize revenue and scrutinize all credits to the business.
·  To achieve full sellout nights minimizing walk-in guest.
·  Handle any guest issues or complaints (including walks) in a professional and hospitable manner ensuring they are resolved or followed through.
·  Ensure that at all times hold the highest standard of personal hygiene, uniform and grooming standards.
·  Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.

·  Attend to or report any defects or Health & Safety matters brought to your attention.

·  Ensure that all work is carried out in compliance with Health & Safety laws specifications, both legislative and Marriott.

·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

·  Follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment.

·  Complete appropriately safety training and certifications to perform work tasks.

·  Be familiar with and follows all hotel safety and accident prevention procedures.

·  Handle all emergencies according to established procedures

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.