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Guest Experience Expert (Receptionist) - Cape Town Marriott Hotel Crystal Towers

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Marriott International

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Cape Town

AI generated summary

  • You need Grade 12 or equivalent, a tourism diploma, 1 year of hospitality experience, basic Opera System knowledge, and a record of guest interaction. Foreign language skills are a plus.
  • You will engage guests, respond to inquiries, manage check-ins/outs, provide local recommendations, ensure service excellence, and handle billing while maintaining professionalism and confidentiality.

Requirements

  • Grade 12 or equivalent
  • Diploma or Certificate in Tourism Management or equivalent
  • 1 year experience within a hospitality industry dealing with guests.
  • Basic knowledge of the Opera System
  • Proven record of dealing with various guests over the phone or walk-ins.
  • Knowledge of a foreign language – advantageous.
  • No supervisory experience is required

Responsibilities

  • 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 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.
  • 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.
  • 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.
  • 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.
  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Process adjustment vouchers, paid-outs, 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 Cashiering SOP.
  • Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
  • 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.
  • Provides 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.
  • 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 guests with tact, respect, diplomacy, and confidentiality.
  • 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.
  • Comply with quality assurance expectations and standards.
  • 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.

FAQs

Do we support remote work?

No, this position requires on-site presence at the Cape Town Marriott Hotel Crystal Towers.

Is experience required for this role?

Yes, at least 1 year of experience within the hospitality industry dealing with guests is preferred.

What educational qualifications are needed for this position?

A Grade 12 or equivalent is required, along with a Diploma or Certificate in Tourism Management or equivalent preferred.

Is knowledge of a foreign language beneficial for this job?

Yes, knowledge of a foreign language is considered advantageous.

Does this role involve cash handling?

Yes, responsibilities include processing various payment types and balancing the cash register according to accounting specifications.

Will I be working with a team in this position?

Yes, collaboration with coworkers and maintaining positive working relationships is essential for this role.

Is there a need for supervisory experience?

No, supervisory experience is not required for this position.

What is the main focus of the Guest Experience Expert role?

The main focus is to create memorable and unique experiences for guests throughout their stay, including check-in and check-out processes.

Are there specific tasks related to guest communication?

Yes, effective communication with guests and coworkers, addressing inquiries, and providing information about hotel services and local attractions are critical tasks.

What are the working hours for this position?

The position is full-time, but specific working hours can vary based on operational needs.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.