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Guest Arrival Expert (Porter/Bellstand) - African Pride by Marriott Melrose Arch Autograph Collection

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Marriott International

2mo ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Hospitality & Retail
  • Johannesburg

AI generated summary

  • You should actively listen, anticipate guest needs, provide timely service, communicate effectively, handle requests discreetly, and maintain a professional appearance. Higher education required; no experience needed.
  • You will ensure guest satisfaction by responding to inquiries, managing luggage, coordinating transportation, providing local recommendations, and maintaining professional interactions throughout their stay.

Requirements

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) 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, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
  • Contacts appropriate individual or department (e.g. 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. Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
  • Assist with Valet duties; parking vehicles on behalf of guests, retrieving vehicles from parking timeously, ensuring valet services are charged accordingly.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
  • Talk with and listen to other employees to effectively exchange information.
  • 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 employees and/or 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.
  • Higher Education, Diploma or equivalent
  • No related work experience is required
  • No supervisory experience is required

Responsibilities

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) 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, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
  • Contacts appropriate individual or department (e.g. 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. Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
  • Assist with Valet duties; parking vehicles on behalf of guests, retrieving vehicles from parking timeously, ensuring valet services are charged accordingly.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
  • Talk with and listen to other employees to effectively exchange information.
  • 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 employees and/or 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

What is the job title for this position?

The job title is Guest Arrival Expert (Porter/Bellstand).

Where is the job located?

The job is located at African Pride Melrose Arch Autograph Collection, 1 Melrose Square, Johannesburg, Gauteng, South Africa, 2196.

What type of employment is being offered for this position?

This position is a full-time, non-management role.

What are the primary responsibilities of the Guest Arrival Expert?

The primary responsibilities include greeting and escorting guests, addressing service needs, arranging transportation, managing luggage, and ensuring a positive guest experience throughout their arrival and departure.

Is previous related work experience required for this position?

No related work experience is required for this position.

What level of education is required for this role?

A higher education diploma or equivalent is required for this role.

What skills are important for a Guest Arrival Expert?

Important skills include customer service orientation, interpersonal skills, adaptability, problem-solving, time management, and effective communication.

Is supervisory experience necessary for this position?

No supervisory experience is required for this position.

What are the expectations regarding safety and security in this role?

Employees are expected to follow property-specific procedures for handling emergencies, maintain awareness of undesirable persons on the premises, report work-related accidents immediately, and identify unsafe work conditions.

What type of guests will the Guest Arrival Expert interact with?

The Guest Arrival Expert will interact with hotel guests, residents, and visitors, ensuring they receive excellent service and information throughout their stay.

What qualities are essential for being successful in this role?

Essential qualities include integrity, dependability, a positive demeanor, professionalism, and the ability to remain calm under pressure.

Does Marriott International promote diversity and inclusion in hiring?

Yes, Marriott International is an equal opportunity employer and is committed to hiring a diverse workforce and sustaining an inclusive culture.

Is prior experience in hospitality required for this job?

No prior experience in hospitality is required for this job.

What should applicants know about the company culture at Marriott International?

The company culture at Marriott International values a people-first approach, fostering a diverse and inclusive environment where employees can perform at their best and thrive.

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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.