Guest Experience Expert (Marriottern)

Role Overview

Four Points by Sheraton offers a relaxed, direct, and welcoming atmosphere that blends classic style with contemporary touches. The hotel is looking for a Guest Experience Expert (Marriottern) to support independent travellers with smooth, memorable stays and a consistently approachable service experience.

This position is not limited to check-in and check-out. The role is centered on shaping a positive guest journey from arrival to departure by handling a variety of front-office and guest-facing tasks. You may support operational processes, answer guest queries, record reports, share local recommendations, and assist with luggage movement and vehicle loading or unloading so that service feels natural and seamless.

The role is based at 396 Queen Street, Auckland, New Zealand, 1010, and is a full-time, non-management position. It is not a remote role.

Key Responsibilities

• Welcome guests as they arrive and leave, and manage the check-in and departure process smoothly.
• Respond to general enquiries with a warm, authentic, and helpful approach.
• Develop strong relationships with both new and returning travellers to encourage future bookings.
• Support the front office team with day-to-day operational work.
• Process guest reservations and handle cash as well as credit card transactions responsibly.
• Act as a knowledgeable source about the hotel and the surrounding area to enhance the guest experience.
• Assist with luggage handling, vehicle loading and unloading, and transporting bags to guest rooms or the bell area when needed.
• Maintain safety, confidentiality, company standards, proper appearance, and professional communication at all times.
• Carry out duties that require standing, walking, bending, lifting, pushing, pulling, and moving through confined or elevated spaces as part of the job.

Candidate Profile

The employer is looking for someone with prior experience in a similar guest services or front office role, ideally with exposure to the OPERA property management system or a comparable platform. Applicants should have legal working rights in New Zealand and be eager to grow their career in hospitality.

The right person will be self-driven, energetic, solution-oriented, and able to thrive in a busy environment. A positive attitude and a practical, can-do mindset are important for success in this role.

Additional Information

Job number: 26075758

Job category: Rooms & Guest Services Operations

Schedule: Full time

Position type: Non-management

Location: 396 Queen Street, Auckland, New Zealand, 1010

Remote status: No

Benefits and Perks

• Discounts on food, beverages, and hotel stays for you, your family, and friends across Marriott International properties.
• Flexible working hours and locations through the Life with the Works program.
• Paid sabbatical leave and birthday month leave.
• Access to internationally recognised training, development support, and long-term career growth opportunities.
• Employee Assistance Program supporting physical, emotional, and financial wellbeing.
• Employee referral incentives with paid rewards for successful referrals.
• Opportunity to work for a large global hotel network with a focus on equality, diversity, and inclusion.

Equal Opportunity Statement

The company is committed to building a diverse and inclusive workplace and welcomes applicants from all backgrounds. Hiring decisions are made without discrimination on protected grounds, including disability and veteran status, or any other basis protected by law.

About the Brand

Four Points by Sheraton is part of Marriott International’s Select portfolio and is known for straightforward service, a welcoming team culture, and a guest experience that balances local character with dependable comfort. The brand values a supportive environment where team members can do their best work and grow within a global hospitality group.