Front Office Guest Service Agent - Night Auditor

POSITION SUMMARY

The Front Office Guest Service Agent process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information.

Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.

Notify Loss Prevention/Security of any reports of theft. Assist management in training, motivating, and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.

Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.

Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. Our Benefits: Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends Grow, develop, and progress with internationally recognized training programs, unlimited strategic development and exciting career opportunities within the Marriott International group Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness About You: Diploma or certificate in Hospitality Management, Tourism, Business Administration, or a related field (Bachelor’s degree preferred).

Training or certification in customer service, leadership, or front office operations is an advantage. Knowledge of hotel reservation systems/PMS (e.g., Opera) and basic office software. Relevant experience in a similar supervisory role Strong communication, problem‑solving, and guest‑service skills. Enthusiastic to escalate your career Self-motivated, driven and energized in a fast-paced environment Armed with smart solutions and a can-do attitude Eligible for individuals with working rights in Fiji.

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.