Guest Arrival Expert (Porter) The Cape Town EDITION Hotel (Pre-opening)

POSITION SUMMARY

Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities. 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. Notify Loss Prevention/Security of any guest reports of theft.

Follow all company and safety and security policies and procedures; report accidents injuries and unsafe work conditions to manager. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g. small print). Enter and locate work-related information using computers and/or point of sale systems. Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• 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.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).

Policies and Procedures

• 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 the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) 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.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).

Communication

• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers ensuring they understand their tasks.
• 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.
• Speak to guests and co-workers using clear appropriate and professional language.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Interpersonal Skills

• Interpersonal Skills
• Diversity Relations
• Influence
• Customer Service Orientation

Communications

• Listening
• Secondary Language Proficiency

Physical Abilities

• Physical Strength
• Stamina
• Manual Dexterity
• Hand-Eye Coordination
• Agility
• Visual Acuity

Administration

• Microsoft Office

Education

Matric

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required