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Guest Experience Supervisor

3 months ago

Johannesburg, Gauteng, South Africa Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.


Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.

Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Maintain awareness of undesirable persons on property premises.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
  • Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.
Guest Relations

  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
  • 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.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physicallyimpaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication

  • Speak to guests and coworkers using clear, appropriate and professional language.
  • Answer teleph