Night Auditor

Role overview

The Night Auditor role at London Heathrow Marriott in Hayes is focused on keeping the overnight front desk and guest experience running smoothly. Rather than handling check-in and check-out as routine transactions, the job is about creating a stay that feels personal, efficient, and memorable. The position combines guest service, front desk operations, cash handling, reporting, and coordination with other hotel teams.

You will be expected to work proactively, support guests through their stay, and manage a broad range of night-shift duties. The role also requires professionalism, confidentiality, attention to detail, and adherence to company standards, safety practices, and security procedures.

Guest service and front desk support

• Welcome guests warmly, acknowledge them professionally, and help make their arrival and departure feel smooth and positive.
• Listen carefully to guest questions, concerns, and requests, then respond in a helpful and timely way.
• Anticipate guest needs by asking the right questions and observing preferences whenever possible.
• Support guest conversations about the property, stay experience, and nearby attractions or local highlights.
• Assist with transportation arrangements such as taxis or shuttle services and keep records of advance requests when needed.
• Coordinate with the appropriate departments to resolve guest issues, service requests, or operational problems.
• Follow up to make sure guest concerns have been handled satisfactorily.
• Help guests with access to technology in public areas and offer basic troubleshooting or direct them to the right team.
• Handle special requests and concierge-style arrangements such as entertainment, shopping, babysitting, religious services, dry cleaning, or sports and event bookings.

Check-in, check-out, and room control

• Manage check-ins and check-outs in line with hotel procedures and property policies.
• Confirm reservations in the property system, verify guest identity, request payment, assign rooms, and issue keys.
• Collect valid payment details before room keys are issued.
• Sell available rooms to walk-in guests when inventory allows.
• Process express departures, disputed charges, late charges, and final account settlement.
• Review room-status changes such as early departures, late departures, room moves, and unexpected stayovers so housekeeping stays informed.
• Support group pre-registration and organize related arrival procedures.
• Maintain control of room blocks and pre-assigned or pre-registered rooms.
• Check and verify departures periodically, and ensure pre-registered guests are checked in before the night audit begins.

Cash handling and accounting tasks

• Process payments by cash, card, debit, cheque, or room charge.
• Handle vouchers, paid-outs, correction vouchers, and other miscellaneous charges.
• Count the bank at the start and end of shift, secure it properly, and ensure the float is dropped through the designated machine before audit processing.
• Balance receipts and complete cash drops according to accounting rules.
• Use manual authorization procedures when systems are unavailable.
• Follow the required front desk cashiering procedures, petty cash rules, and overage/shortage processes.
• Ensure folios, billing details, credit approvals, credit risk checks, and room changes are accurate and complete.
• Handle routing and billing for crew accounts where required.

Reporting and recordkeeping

• Prepare daily operational reports such as arrivals, departures, and special-request summaries.
• Check credit card authorization reports for mismatches or errors.
• Review shift logs and daily memo books and record important information when a supervisor is not available.
• Print contingency lists so guest records are available in an emergency.
• Print and review night audit reports as part of the shift routine.
• Complete the night auditor / at your service checklist within the assigned timeframe.

Communication and teamwork

• Use clear, professional language with guests and colleagues at all times.
• Answer calls politely, route them correctly, take and pass on messages, and follow proper telephone etiquette.
• Support team members so tasks are understood and guest service remains uninterrupted.
• Maintain positive working relationships across departments and treat colleagues with respect and dignity.
• Handle sensitive guest matters discreetly and with diplomacy.
• Share local recommendations in a way that creates interest and enhances the guest experience.

Safety, security, and standards

• Maintain a safe work environment and follow all property procedures for emergencies such as evacuations, medical situations, and natural disasters.
• Watch for suspicious or undesirable persons on the premises and report concerns appropriately.
• Report accidents, injuries, unsafe conditions, or unsafe work practices immediately.
• Protect guest privacy, company assets, tools, and equipment.
• Keep uniform, name badge, grooming, and overall presentation clean and professional.
• Follow company, department, and regional office policies, procedures, and quality standards.
• Conduct patrol walks at least twice during the night shift and report any security risks identified.
• Follow fire procedures and ensure required night-shift safety steps are completed.
• Use social distancing guidance where applicable and wear any issued PPE, while maintaining frequent hand hygiene.

Qualifications and preferred background

A higher education qualification, diploma, or equivalent is preferred. No previous related work experience is required. There is also no supervisory experience requirement for this position.

Critical competencies

• Strong customer service mindset
• Good problem-solving and decision-making ability
• Basic computer literacy
• Working knowledge of numbers and cash handling
• Clear spoken and written English communication
• Active listening skills
• Ability to work well in a team
• Adaptability and flexibility in a fast-paced setting
• Dependability, integrity, and a positive attitude
• Ability to multitask and manage time effectively
• Stress tolerance and initiative

Working conditions and additional notes

The role involves prolonged standing and/or walking. Working hours will be as required for the job, but typically not less than the contracted hours. The associate is expected to complete all reasonable requests from management within their capabilities.

Additional responsibilities include being trained in all aspects of Night AYS and Night Concierge, understanding the hotel’s facilities and products well enough to promote them actively, and supporting room service orders during the night shift in a timely manner.

Other required practices include compliance with Marriott International Hotels Limited Regional Office policies and procedures, ongoing attention to guest safety and service, and proper completion of all assigned night-shift audit duties.