Guest Experience Expert - Cape Town Marriott Hotel Crystal Towers

POSITION SUMMARY

Our jobs arent just about giving guests a smooth checkin and checkout. Instead we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.

CRITICAL TASKS

Guest Relations

• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process to resolve issues delight and build trust.
• Address guests service needs in a professional positive and timely manner.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay property services and area attractions/offerings including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Stay uptodate on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g. taxi cab shuttle bus) for guests/residents/visitors and record advance transportation request as needed.
• Contact appropriate individual or department (e.g. Guest Arrival Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g. television remote control computer Internet games etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g. Engineering Security/Loss Prevention) as necessary.

VIP/Concierge Services

• Gather summarize and utilize information about the property and the surrounding area amenities including special events and activities.
• Respond to guest requests for special arrangements or services (e.g. transportation religious services babysitting dry cleaning entertainment/sporting events shopping) by making arrangements or identifying appropriate providers.

Checkin/Checkout

• Keep track of changes in room status (e.g. early checkout late checkout room transfer unexpected stay over) for Housekeeping.
• Organize and coordinate checkin/preregistration procedures for arriving groups.
• Process all checkouts including express checkouts resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.
• Process all guest checkins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

Cash Handling

• Process all payment types such as room charges cash checks debit or credit.
• Process adjustment vouchers paidouts correction vouchers and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk CashieringSOP.
• Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fundand Cashier Overage/ShortageSOPs.

Reports/Recordkeeping

• Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Communications

• Provides assistance to coworkers ensuring they understand their tasks.
• Speak to guests and coworkers using clear appropriate and professional language.
• Instruct guests on how to access the internet (e.g. dialup broadband wireless).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with guests with tact respect diplomacy and confidentiality.

Policies and Procedures

• Ensure uniform nametags and personal appearance are clean hygienic and professional.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

Analytical Skills

• Learning
• DecisionMaking
• Problem Solving
• Computer Skills
• Basic Mathematics

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative

Organization

• MultiTaskingTime Management

PREFERRED QUALIFICATIONS

Education

Higher Education Diploma or equivalent

Related Work Experience

1 year related work experience

Supervisory Experience

No supervisory experience is required