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Guest Arrival Expert

3 months ago

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

Job Number

Job Category Rooms & Guest Services Operations

Location Protea Hotel Cape Town Sea Point, Arthur's Road, Cape Town, South Africa, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.


No matter what position you are in, there are a few things that are critical to success - creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.

Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts - to get it right for our guests and our business each and every time.

Guest Relations

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process
    _(enter brand specific programs_)** 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.
Guest Services

  • Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
  • Contacts appropriate individual or department (e.g., Valet, 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.
  • Contact appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
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.
Communications

  • Speak to guests and coworkers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with coworkers, Managers, 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 coworkers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Policies and Procedures

  • Ensure uniform, na