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Guest Experience Expert

3 months ago

Cape Town, Western Cape, South Africa Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Function:

Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service.

The Primary focus will be on Guest interaction, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott International Hotels standards, policies and procedures.


What we offer:

  • Market related salary
  • Learning and development opportunities through online platforms, on the job trainings and classroombased courses
  • Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio
  • Wellbeing activities and sustainability initiatives through the Take Care and 360° programs
  • On Property Café
  • Medical Aid Company
  • Provident Fund Company Benefits
  • Associate Uniform and Laundry service thereof
  • Employee Wellbeing Programme
  • Staff Transport

Key duties and responsibilities:

Check-in/Check-out

  • Process all guest checkins 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.
  • Set up accurate accounts for each guest upon checkin according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
  • Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
  • Assign room according to guest request and preferences whenever possible.
  • Verify and adjust billing for guests.
  • Process all checkouts including express checkouts, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Accommodate requests for room changes when possible.
  • File guest paperwork or documentation.
  • Preregister designated guests and prepare key packets.
  • Ensure rates match market codes and that any exceptions are documented and include an explanation.
  • Sell a room/accommodation to guests without reservations based on availability.
  • Communicate to appropriate staff that there are guests that are waiting for an available room.
  • Review requests for late checkouts and approve according to occupancy.
  • Keep track of changes in room status (e.g., early checkout, late checkout, room transfer, unexpected stay over) for Housekeeping.
  • Coordinate with Housekeeping to track readiness of rooms for checkin and to report guest concerns.
  • Obtain and verify proper taxexempt information for taxexempt guests.
Reservations/Blocking Rooms

  • Confirm reservations and cancellations
Cash Handling

  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Process adjustment vouchers, paidouts, correction vouchers, and miscellaneous charges.
  • Count bank at end of shift and secure bank.
  • Balance and drop receipts according to Accounting specifications.
  • Provide change to guests.
  • Obtain manual authorizations and follow all Accounting procedures when computer system is down.
  • Cash guests' personal checks and traveler's checks.
  • Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Finance-Related

  • Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.

Required Experience & Qualifications:

  • At least 2 3 years' experience in a Receptionist / Front Desk Agent position within a Hotel environment
  • An appropriate recognized qualification would be advantageous
  • Proficiency in Microsoft packages
  • Working Knowledge in Fidelio Opera
  • Professional Disposition
  • Professional telephone and communication etiquette
  • People centric with a strong focus on the Guest experience
  • Ability to work within a pressurized environment
  • Ability to use Initiative and be proactive and selfdriven
  • Sound financial acumen
  • Maintain a neat, clean and wellgroomed appearance as per company standards
  • Ability to work without supervision and within a team
  • Attention to detail pertaining to area of responsibility
  • Available to work flexible working hours and rostered shifts as and when required
  • Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, peoplefirst culture. We are committed to nondiscrimination on