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Guest Experience Expert (Receptionsit) - Protea Hotel by Marriott Breakwater Lodge

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Marriott International

1mo ago

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

AI generated summary

  • You need a higher education diploma or equivalent and at least 1 year of experience; no supervisory experience required.
  • You will assist guests with inquiries, manage check-ins/check-outs, provide local recommendations, ensure guest satisfaction, and handle transactions while maintaining a professional appearance and demeanor.

Requirements

  • Higher Education, Diploma or equivalent
  • 1 year experience
  • 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

What is the job title for this position?

The job title is Guest Experience Expert (Receptionist).

What are the primary responsibilities of a Guest Experience Expert?

The primary responsibilities include delivering a wide range of services that enhance the guest experience, managing check-in and check-out procedures, addressing guest requests, and providing information about local attractions.

Is this position management-level?

No, this position is classified as non-management.

What qualifications are required for this role?

A higher education diploma or equivalent is required, along with at least 1 year of related work experience.

Is supervisory experience required for this position?

No, supervisory experience is not required for this position.

What is the location of the Protea Hotel by Marriott Breakwater Lodge?

The location is Protea Hotel Cape Town Waterfront Breakwater Lodge, Portswood Road, Cape Town, South Africa, 8001.

Are there any specific skills needed for this role?

Yes, skills such as customer service orientation, interpersonal skills, time management, problem-solving, and basic computer skills are needed.

What are the work hours for this position?

The position is full-time, but specific hours may vary.

How should I dress for this job?

You are expected to wear a clean, hygienic, and professional uniform, maintaining a positive personal appearance.

Is training provided for this position?

Yes, training is typically provided to ensure employees are familiar with property policies and procedures.

What qualities are important for a Guest Experience Expert?

Important qualities include integrity, dependability, positive demeanor, adaptability, and initiative.

Will I be responsible for cash handling?

Yes, responsibilities include processing various payment types and following accounting procedures related to cash handling.

How does the hotel approach guest relations?

The hotel emphasizes actively listening to guests, addressing their needs, anticipating service requirements, and engaging them positively throughout their stay.

Can I expect to work with a diverse team?

Yes, the hotel fosters an inclusive, people-first culture and values diversity in its workforce.

Are there opportunities for career growth within the company?

Yes, joining Protea Hotels by Marriott offers opportunities for career development within a global hospitality brand.

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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.