Guest Experience Supervisor/ Night audit

Role Overview

Guest Experience Supervisor / Night Audit at Marriott International. This is a night shift supervisory and front desk operations role responsible for guest check-in, payment processing, account management, and team leadership.

Role Purpose

Deliver seamless guest experiences during night operations by processing check-ins accurately, managing all financial transactions, maintaining property standards, and supervising front desk staff to ensure service excellence and operational compliance.

Key Responsibilities

Guest Check-In & Room Management

• Process all guest check-ins and verify guest identity.
• Assign rooms and activate/issue room keys.
• Set up accurate guest accounts according to guest requirements.
• Enter Marriott Rewards information for all guests.
• Verify room rates match market codes and document any exceptions.
• Supply guests with directions and property information.

Payment Processing & Financial Management

• Secure payment prior to issuing room keys.
• Verify and adjust guest billing as needed.
• Process all payment types, including vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure the bank at the beginning and end of each shift.
• Obtain manual authorizations and follow all accounting procedures.
• Complete cashier and closing reports.

Reporting & Compliance

• Compile and review daily reports, logs, and contingency lists.
• Notify Loss Prevention and Security of any guest reports of theft.
• Follow company policies and procedures at all times.
• Report accidents, injuries, and unsafe work conditions to the manager.
• Complete safety training and certifications as required.
• Maintain confidentiality of proprietary information.

Guest Service & Requests

• Accommodate guest requests and contact appropriate staff as necessary.
• Follow up to ensure all guest requests have been met.
• Welcome and acknowledge guests upon arrival.
• Anticipate and address guests' service needs proactively.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Team Leadership & Development

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment / Open Door Policy process.
• Develop and maintain positive working relationships with team members.
• Support the team to reach common goals.
• Listen and respond appropriately to employee concerns.

Operations & Standards

• Ensure adherence to quality standards throughout the shift.
• Enter and locate information using computers and POS systems.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette and professional language.
• Speak using clear and professional language with all guests and staff.
• Maintain clean and professional personal appearance.
• Protect company assets.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Skills & Competencies

• Proficiency with computers and POS systems.
• Strong communication and professional language skills.
• Ability to stand, sit, or walk for extended periods.
• Ability to move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
• Customer service and guest relations expertise.
• Financial accuracy and cash handling.
• Leadership and team motivation abilities.

Additional Information

• Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
• The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated.