Guest Experience Supervisor - Protea Hotel by Marriott O.R Tambo Airport

Process all guest checkins verifying guest identity form of payment assigning room and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information. Ensure rates match market codes document exceptions. Secure payment prior to issuing room key verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types vouchers paidouts and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training evaluating counseling motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents injuries and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Ensure adherence to quality standards. Perform other reasonable job duties as requested by Managers.

CRITICAL TASKS

Guest Relations

• Acknowledge every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response) to resolve issues delight and build trust.
• 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.
• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay property services and area attractions/offerings
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  Checkin/Checkout
• Process all guest checkins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA Mobile Check In) 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.
• Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.
• Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.
• Verify and adjust billing for guests.
• Accommodate requests for room changes when possible.
• Assign room according to guest request and preferences whenever possible.
• File guest paperwork or documentation.
• Set up accurate accounts for each guest upon checkin according to their requirements (i.e. sharewiths separate room/tax/incidentals comp).
• Ask for and enter Marriott Bonvoy information (e.g. number name address) when taking reservation or checking guest in.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.

Guest Services

• Contact appropriate individual or department (e.g. Bellperson 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.
• Receive record and relay messages accurately completely and legibly.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Answer record and process all guest calls requests questions or concerns.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.

At Your Service/Delighted to Serve

• Follow up with guest regarding satisfaction with guestrelated issues.

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

Cash Handling

• Process all payment types such as room charges cash checks debit or credit.
• Process adjustment vouchers paidouts correction vouchers and miscellaneous charges.
• Balance and drop receipts according to Accounting specifications.
• Count bank at end of shift and secure bank.
• 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.

Reports/Recordkeeping

• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.
• Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.

Communication

• Speak to guests and coworkers using clear appropriate and professional language.
• 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.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers ensuring they understand their tasks.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.
• Exchange information with other employees using electronic devices (e.g. Mobile Phone Pagers and Twoway radios).

Assists Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Listen to hourly employees suggestions for improving how work is done and how guests are served gaining management support as needed to act upon suggestions.
• Coach and develop employees (e.g. create expectations for continual improvement provide challenging tasks and assignments hold development discussions and construct and execute development plans).
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carryout ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
• Assist management in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Serve as hourly employees first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Collaborate with management to formally recognize hourly employees performance contributions.

Maintenance/Security

• Notify Loss Prevention/Security of any guest reports of theft.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Actively listen to and consider the concerns of other employees responding appropriately and effectively.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Report work related accidents or other injuries immediately upon occurrence to manager/.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• DecisionMaking
• Computer Skills
• Learning
• Arithmetic Computation

Interpersonal Skills

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

Communications

• Listening
• Communication
• Writing
• Telephone Etiquette Skills
• English Language Proficiency
• Applied Reading
• Form Report and Log Completion

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Stress Tolerance
• Adaptability/Flexibility
• Initiative
• Safety Orientation
• Self Development
• Innovation

Organization

• MultiTasking
• Time Management
• Detail Orientation
• Planning and Organizing

Assists Management

• Resolving Conflict
• Team Building
• Coaching and Developing
• Performance Management
• Delegating and Directing

PREFERRED QUALIFICATIONS

Education

Higher Education Diploma or equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

At least 1 year of supervisory experience