Job Number 24071950

Job Category Rooms & Guest Services Operations

Location Residence Inn Ann Arbor Downtown, 120 W Huron St., Ann Arbor, Michigan, United States

Schedule Part-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Additional Information: This hotel is owned and operated by an independent franchisee, First Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY

What's in it for you…

• Insurance enrollment available from DAY 1!

• Paid time off available from DAY 1!

• Holiday pay available from DAY 1!

• 401(k) enrollment after 30 days!

• Hotel and travel discounts at worldwide destinations!

• Professional development and promotion opportunities!

About this job...

Night Auditors serve a critical role by providing direct guest support throughout the hospitality experience by accurately processing and tracking transactions and other reportable items . Night Auditors must be adept and creative problem solvers, delivering above-average resolutions to guests’ challenges. The primary responsibility of a Night Auditor is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, ensure accuracy and consistency in reporting, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.

• Thank departing guests, verify accurate billing, and encourage return visits.

• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.

• Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other guest or hotel information.

• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.

• Effectively communicate with hotel departments verbally or through hotel communication log to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.

• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.

• Always maintain professionalism consistent with hotel brand and company expectations.

• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.

• If applicable, maintain balance and security of house bank and accurately log all transactions.

Requirements...

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry

• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills

• Must be able to speak, read, and write in primary language used in the workplace

This company is an equal opportunity employer.

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