Guest Experience Expert

Job description

**Additional Information**
**Job Number** 25143487
**Job Category** Rooms & Guest Services Operations
**Location** Four Points by Sheraton Auckland, 396 Queen Street, Auckland, New Zealand, New Zealand, 1010VIEW ON MAP (https://www.google.com/maps?q=Four%20Points%20by%20Sheraton%20Auckland%2C%20396%20Queen%20Street%2C%20Auckland%2C%20New%20Zealand%2C%20New%20Zealand%2C%201010)
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Non-Management

Four Points by Sheraton - where timeless classics are integrated with modern details.

The atmosphere is honest, uncomplicated and casual.

Join us as a Guest Experience Expert in a community of approachable and straightforward talent offering simplified, not simple experiences to independent travellers.

**POSITION SUMMARY**

The Front Office is the accommodation nerve center of the hotel and the main communication point for guests during their stay.

Guests check in and check out at the Front Desk and the Guest Experience Expert will provide a warm and lasting first impression for guests on arrival and departure.

Guests can arrange currency exchanges, receive information about the various services on offer both in the hotel and in the city, receive mail and messages, book tours and obtain assistance for all other enquires from the Night Auditor.

**Customer Service**

+ Warmly welcome and check in guests, ensuring smooth arrival experiences.
+ Process guest check-outs efficiently while leaving a lasting positive impression.
+ Handle all guest calls, enquiries, requests, and complaints promptly and professionally.
+ Coordinate group/crew arrivals and departures, ensuring accuracy and timeliness.
+ Serve as a consistent point of contact for guests, resolving issues or escalating as needed.
+ Communicate guest requests to relevant departments for seamless service delivery.
+ Assist guests before, during, and after their stay to enhance satisfaction.
+ Follow all cashiering and payment handling procedures in line with Marriott policy.

**Quality & Standards**

+ Comply with Marriott systems, brand standards, and standard operating procedures.
+ Maintain reception, lobby, luggage room, and entrance areas in a tidy and welcoming condition.
+ Ensure proper handling, security, and storage of guest belongings, keys, vehicles, and equipment.
+ Uphold telephone etiquette, concierge standards, and guest communication protocols.
+ Stay updated by reviewing logbooks, emails, reports, and daily hotel activities.
+ Support hotel security and emergency procedures (fire, evacuation, threats, etc.).
+ Actively promote hotel facilities, services, and amenities to guests.
+ Participate in meetings, briefings, and handovers to maintain smooth operations.

**Finance & Revenue**

+ Prepare and process guest bills, adjustments, and foreign currency exchanges.
+ Support finance associates in resolving guest billing disputes and payment issues.
+ Monitor and minimize chargebacks, rebates, and discrepancies.
+ Enforce accurate cash handling procedures, reducing shortages/overages.
+ Maintain financial records and complete daily night audit checklists.
+ Ensure all postings, entries, and codes are accurate and compliant.

**Additional Responsibilities**

+ Maintain visibility in the lobby during high-demand periods.
+ Conduct VIP room checks to ensure readiness.
+ Actively drive loyalty membership enrollments, upselling, and promotional programs.
+ Provide timely updates and information to supervisors, colleagues, and subordinates.
+ Assist with reservations and administrative duties as required.
+ Demonstrate thorough hotel knowledge to anticipate and meet guest needs.

**People & Team Engagement**

+ Communicate effectively with all departments to support smooth guest service.
+ Share key information with Housekeeping on arrivals, departures, and special requests.
+ Support the development of team skills through training and mentoring.
+ Participate in departmental meetings, fostering open communication and engagement.
+ Contribute to a positive and motivated team environment.

**Workplace Health & Safety**

+ Adhere to all WHS, hygiene, and security protocols.
+ Maintain a safe and hazard-free work environment, reporting issues immediately.
+ Actively participate in emergency response drills, safety meetings, and training.
+ Take personal responsibility for health, safety, and wellbeing in the workplace.
+ Wear and maintain personal protective equipment where required.

**Physical Requirements**

+ Ability to stand, sit, or walk for extended periods or full shifts.
+ Safely move, lift, or carry objects up to 6kg without assistance.

Four Points by Sheraton is part of Marriott International's Select portfolio, which has committed to putting people first for 90+ years.

Apply now!

_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._

Where timeless classics are woven with modern details.

Where business meets pleasure.

Where even when travelers are global, they can experience the local.

As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters.

We provide exactly what guests need in an uncomplicated way.

If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team.

In joining Four Points, you join a portfolio of brands with Marriott International.

**Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​ team, and **become** the best version of you.

Required Skill Profession

Other General