Guest Experience Expert

2 weeks 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


Reporting directly to the Guest Services Duty Manager, the successful incumbent is expected to provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.


Required Experience & Qualifications

  • An appropriate recognised qualification would be advantageous
  • A minimum of two years' experience in a similar position within a Hotel environment
  • Computer literate & extensive knowledge of Opera and Microsoft Office Package
  • Professional and pleasant disposition
  • Strong leadership and interpersonal skills essential
  • Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
  • Strong and effective communication, problem solving and decision making skills at all levels essential
  • Opera systems knowledge
  • Ability to work within a pressurized environment
  • Extensive knowledge about Cape Town tours and best restaurants
  • Quality and customer service driven
  • Ability to use Initiative and be proactive and selfmotivated

Key Responsibilities

  • Complete all daily duties as set out in departmental duties and requirements.
  • Be flexible within Front of House operations to complete additional tasks as and where directed by the Front of House Management team.
  • Ensure that the standards of service excellence and guest satisfaction are maintained.
  • Lobby duty interacting and rooming guests
  • Perform an efficient administrative support function as and when required
  • Ensure that every guest complaint is handled and solved to the satisfaction of the guest.
  • Ensure that the standards of service excellence and guest satisfaction are met and maintained.
  • Anticipate the needs of a guest and focus on attention to detail. Recognize every guest as an individual, treating them with warmth and taking every opportunity to make a positive impression.
  • Liaise with other departments and associates to ensure the smooth running of Guest Services to ensure strong collaboration between Operations Teams.
  • 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 any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

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