AC Hotel by Marriott Los Angeles South Bay invites you to join a guest-centered team in El Segundo, CA. This overnight role offers competitive pay, solid benefits, and a stable full-time schedule. Onsite work ensures you are integral to the nightly operations, with a focus on accuracy, security, and exceptional service during the night shift.
Responsibilities
- Provide professional, friendly, and efficient service to guests during arrival, late arrivals, and checkout, including room assignments and payment processing.
- Address guest questions, requests, complaints, and service-recovery opportunities in a timely manner.
- Monitor and respond to GXP cases and guest chats to maintain high satisfaction levels.
- Review the Pass-On Log at the start of the shift and document important information before departure.
- Answer telephone inquiries with accurate information about the hotel and surrounding area.
- Create mobile keys for verified guests and manage room availability, arrivals, departures, occupancy, and rates.
- Identify early arrivals, due-outs, no-shows, VIPs, and guests needing follow-up attention.
- Ensure the lobby and market are organized and stocked for the morning shift.
- Verify payment methods for all remaining arrivals and monitor reservations across third-party channels including Expedia, Booking.com, HotelTonight, Airbnb, Hotelbeds, and others; create or update reservations as needed and process virtual cards correctly.
- Review credit limits, follow up on outstanding balances, contact guests if payments are declined, and add detailed reservation comments on payment status, deposits, and incidental requirements.
- Document prepaid reservations and third-party payments accurately and manage inventory balancing to identify oversold room types.
- Support Marriott Bonvoy enrollment goals during the shift and review future arrivals.
- Collect and post an advance deposit equal to the first night’s room and tax; validate payment methods and document payment status in reservation notes.
- Prepare all required Night Audit paperwork and complete the Night Audit process in AStay, resolving any exceptions and balancing all house accounts.
- Review and reconcile charges, taxes, payments, adjustments, and deposits; run and verify daily reports (Revenue, Cash), and complete STR data as required.
- Count the assigned bank, perform the blind drop, and print and organize all required Night Audit reports.
- Complete morning preparations, including the Guest Planning Screen, pre-arrival and departure communications, and updating the Pass-On Log with payment issues, declined cards, deposits, incidental authorizations, and remaining balances.
- Flag and communicate significant operational, guest-service, reservation, and payment concerns to the morning team and log out of all hotel systems at shift end.
Requirements
- 1 year of front desk or night audit experience preferred.
- Strong experience with AStay is strongly preferred.
- Marriott systems experience is a plus.
- Customer-service excellence, clear communication, and problem-solving abilities.
- Excellent attention to detail and strong organizational skills.
- Basic accounting, cash-handling, and mathematical skills.
- Ability to review reports and identify discrepancies independently during overnight hours.
- Calm, professional demeanor when addressing guest concerns and incidents.
- Dependable and punctual, capable of completing tasks without direct supervision.
- Commitment to guest confidentiality and protection of sensitive payment information.
- Open availability, including overnights, weekends, and holidays.
Technologies
- AStay
- Expedia
- Booking.com
- HotelTonight
- Airbnb
- Hotelbeds
Benefits
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work location: In person, onsite at the hotel in El Segundo, CA.
Job type: Full-time
Pay: From $21.00 per hour
Equal Employment Opportunity
AC Hotel by Marriott Los Angeles South Bay is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, veteran status, disability status, or any other characteristic protected by applicable law.
