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Guest Arrival Expert

3 months ago

Johannesburg, Gauteng, South Africa Marriott International, Inc. Full time
Job Number
Job Category Rooms & Guest Services Operations
Location Protea Hotel Fire & Ice Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, South Africa, South Africa VIEW ON MAP Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY Greet and escort guests to rooms. Open doors and assist guests/visitors entering and leaving property. Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities.

Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Transport guest luggage to and from guest rooms and/or designated bell area. Assist with luggage storage and retrieval. Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage. Supply guests with directions. Arrange transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) for guests/visitors, and record advance transportation request as needed. Communicate parking procedures to guests/visitors.
Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to manager. Maintain awareness of undesirable persons on property premises. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information.

Welcome and acknowledge all guests, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Move at a speed required to respond to work situations (e.g., run, walk, jog). Stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.

Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Maintain awareness of suspicious persons on property premises. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Policies and Procedures
Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Follow company and department 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
Address guests' service needs in a professional, positive, and timely manner.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired 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).

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Thank guests with genuine appreciation and provide a fond farewell.

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.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Assist other employees to ensure proper coverage and prompt guest service. Communication
Speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with coworkers, supervisors, 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.

Working with Others
Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards. Physical Tasks
Read and visually verify information in a variety of formats (e.g., small print). Move at a speed required to respond to work situations (e.g., run, walk, jog). Stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.

Move over sloping, uneven, or slippery surfaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Greet/Escort Guests

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. Interpersonal Skills
Customer Service Orientation Team Work Diversity Relations Interpersonal Skills Communications
Communication Listening English Language Proficiency Personal Attributes
Presentation Positive Demeanor Dependability Integrity Physical Abilities
Proper Lifting Techniques Physical Strength Education High school diploma/G.E.D. equivalent
Related Work Experience No related work experience is required
Supervisory Experience No supervisory experience is required

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.


Protea Hotels by Marriott is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda.

If you have a passion for delivering every guest a personalized service experience and desire to be part of the 'Coolest Hotel Brand in South Africa', join the Protea Hotels by Marriott team today In joining Protea Hotels, you join a portfolio of brands with Marriott International.

Be where you can do your best work,? begin your purpose, belong to an amazing global?team, and become the best version of you.

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