Front Office Guest Service Agent - Night Auditor
Salary not disclosedPosted 8 days ago
Closes in 23 days
About the company
Sheraton Fiji Golf & Beach Resort in Denarau is part of Sheraton Hotels & Resorts, a brand within Marriott International's global hotel portfolio. Sheraton has operated as a gathering place for guests since 1937 and operates in more than 400 communities worldwide. As a Marriott International property, the resort offers staff access to the group's training programmes, benefits, and career opportunities across its global network.
About the role
The Front Office Guest Service Agent handles all guest check-ins, check-outs, room assignments, and room change or late check-out requests. The role secures payment, activates and reissues room keys, verifies and adjusts guest billing, and ensures room rates match market codes, documenting any exceptions. It involves clearing departures in the computer system, filing guest paperwork, operating the telephone switchboard, and running daily reports, contingency lists, and credit card authorization reports. The agent answers and follows up on guest calls, requests, and concerns, arranges guest transportation, and manages a cash bank including processing payments, vouchers, paid-outs, and charges across a shift. The role also coordinates with Housekeeping on room status and guest concerns, notifies Loss Prevention or Security of any theft reports, and assists management in training, motivating, and coaching other employees.
Key responsibilities
- Process all guest check-ins, check-outs, room assignments, and room change or late check-out requests.
- Secure payment and activate or reissue room keys.
- Ensure rates match market codes and document exceptions.
- Verify and adjust billing for guests.
- Coordinate with Housekeeping to track room status and guest concerns.
- Run and check daily reports, contingency lists, and credit card authorization reports.
- Count and secure the bank at the beginning and end of shift, processing payments, vouchers, paid-outs, and charges.
- Notify Loss Prevention or Security of any reports of theft.
About the successful candidate
- 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.
- Self-motivated, driven, and energized in a fast-paced environment.
- Eligible for individuals with working rights in Fiji.