Front Office Executive

POSITION SUMMARY

The Front Office Executive is responsible for overseeing front desk operations during the overnight shift while performing all night audit functions to ensure the accuracy and integrity of hotel financial records. The role ensures seamless guest service, accurate reporting, and compliance with Marriott brand standards. The position acts as the primary point of contact overnight, handling guest requests, audit processes, and coordinating with relevant departments to maintain operational excellence. Represents property management in resolving any guest or property related situation.  Personally assisting in resolving any issues and completing tasks.   

CANDIDATE PROFILE 

CORE WORK ACTIVITIES

Night Audit & Financial Control

• Perform all night audit procedures, including posting daily transactions and balancing guest ledgers
• Verify accuracy of: 
  • Room rates and occupancy
  • F&B and POS postings
  • Discounts, rebates, and allowances
• Reconcile:  
  • Cash floats
  • Credit card transactions
• Generate and review: 
  • Daily revenue reports
  • Trial balance and audit summaries
• Identify and report discrepancies to management and Income Auditor
• Ensure compliance with all financial and audit procedures

Front Office Operations (Overnight)

• Manage front desk operations during night shift, including: 
  • Late check-ins and early check-outs
  • Guest inquiries, requests, and complaints
• Maintain accurate guest profiles, room status, and billing details
• Ensure smooth handover to morning shift with clear communication
• Follow all Front Office SOPs and Marriott brand standards
• Ensure that Cash Handling procedure is followed

Guest Service Excellence

• Deliver professional, courteous, and efficient service at all times
• Handle guest concerns promptly and escalate when necessary
• Ensure guest satisfaction and maintain service quality standards
• Support VIP arrivals and special requests when required

Operations Support & Compliance

• Ensure adherence to: 
  • Cash handling procedures
  • Safety and security guidelines
  • Grooming and uniform standards
• Monitor overnight activities and report any operational issues
• Coordinate with security and other departments when required
• Maintain a safe and secure environment for guests and associates

Reporting & Communication

• Prepare and submit: 
  • Night audit reports
  • Shift reports and logbooks
• Communicate key updates, discrepancies, and incidents to: 
  • Front Office Manager
  • Income Auditor
  • Morning shift team
• Ensure accurate documentation for operational continuity

Team Collaboration

• Work closely with other departments to ensure smooth operations
• Support team members and contribute to a positive work environment
• Participate in training and continuous development programs

CORE COMPETENCIES

Operational Competencies

• Strong understanding of Front Office operations and night audit procedures
• Knowledge of PMS systems (Opera preferred)
• Basic accounting and numerical skills

Behavioral Competencies

• Attention to Detail – Ensures accuracy in financial and operational tasks
• Customer Focus – Delivers exceptional guest service
• Reliability – Able to work independently during overnight hours
• Problem Solving – Addresses guest and operational issues effectively
• Communication – Clear and professional verbal and written communication

Technical Skills

• Basic computer proficiency (PMS, MS Office)
• Mathematical accuracy and reconciliation skills
• Report generation and data review