Marriott Hotel Guest Experience Expert - (Receptionist) Jobs in South Africa
Marriott Hotel Guest Experience Expert - (Receptionist) Jobs in South Africa
Position SummaryOur jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and 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, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell 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 work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
Safety and SecurityFollow 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.
Guest Relations
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.
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.
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).
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 guest's name when possible.
Stay up-to-date 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.
Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
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
Read and visually verify information in a variety of formats (e.g., small print).
Visually inspect tools, equipment, or machines (e.g., to identity defects).
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 50 pounds without assistance and 100 pounds with assitance.
Move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Check-in/Check-out
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Process all guest check-ins 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.
Communications
Provide assistance to coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's 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.
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.
Print contingency lists to have a record of all guests in case of emergency.
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., 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.
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.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
How to Apply
For more information and job application details, see; Marriott Hotel Guest Experience Expert - (Receptionist) Jobs in South Africa
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