Marriot Guest Relations - Guest Experience Expert Jobs in South Africa

Marriot Guest Relations - Guest Experience Expert Jobs in South Africa

Position Summary

The Guest Relations Expert assists the Guest Relations Supervisor with all aspects of the department including but not limited to operations, planning; forge stronger guest relationships – fully guest centric approach as well as maintaining exceptional customer service standards expected in accordance with the AC Hotel and Marriott International Policies and Procedures.

Providing assistance and support to all associates of the Front Office Team and enforces Standards of Excellence in all areas.

Required Experience & Qualifications:

Matric

Minimum 2 years’ experience working in hotel and/ or similar position within Guest Relations or Front Office.

Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros , Opera

Professional Disposition

Competence to build and effectively manage interpersonal relationships at all levels

Professional communication and email etiquette,

Strong and effective planning and organizing skills to ensure operational efficiencies

Confidence in decision making and conflict resolution abilities

Competency in administration skills – stock rotation, inventory control and ordering

Ability to work within a pressurized environment

Ability to use Initiative and be proactive and self-driven

Maintain a neat, clean and well-groomed appearance as per company standards

Key Duties:

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.

Respond to special requests from guests with unique needs and follow up to ensure satisfaction.

Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.

Answer, record, and process all guest calls, messages, requests, questions, or concerns.

Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem.

Review shift logs/daily memo books and document pertinent information in logbooks.

Ensure that any outstanding requests from the previous day receive priority and are resolved.

Monitor inventory and order general office supplies.

Assists, along with Front Office Leadership a Pre-arrival planning within the

Empower GXP system.

Identify Marriott Bonvoy Membership tiers and ensure teams are briefed on delivering upon those benefits.

Respond to Guest Voice feedback from guests via the Marriott MGS page which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda etc.

Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.

Meet and Greet Marriott Bonvoy Members on arrival.

Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.

Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.

Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.

Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.

Follow all company policies and procedures; ensure uniform and personal appearance is 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.

How to Apply

For more information and job application details, see; Marriot Guest Relations - Guest Experience Expert Jobs in South Africa

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