Guest Arrival Expert/Porter

3 weeks ago

Menlyn Pretoria, South Africa Marriott International Full time
Job Number
Job Category Rooms & Guest Services Operations
Location Protea Hotel Fire & Ice Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

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. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. 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.

CRITICAL TASKS

Safety and Security
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Maintain awareness of undesirable persons on property premises.
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Guest Relations
  • 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.
  • 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.
  • 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).
  • 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.
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.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
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.
Communications
  • Speak to guests and co-workers 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.
Guest Services
  • Arrange transportation (e.g., taxicab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
  • Contact appropriate individual or department (e.g., Bellperson, 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., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Policies and Procedures
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by supervisors.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Protect the privacy and security of guests and coworkers.
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.
CRITICAL COMPETENCIES

Analytical Skills

Learning

Decision-Making

Problem Solving

Computer Skills

Arithmetic Computation

Interpersonal Skills

Customer Service Orientation

Interpersonal Skills

Team Work

Diversity Relations

Communications

English Language Proficiency

Communication

Listening

Applied Reading

Writing

Personal Attributes

Integrity

Dependability

Positive Demeanor

Presentation

Adaptability/Flexibility

Stress Tolerance

Initiative

Organization

Multi-Tasking

Time Management

Physical Abilities

Visual Acuity

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

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 globalteam, and become the best version of you.

  • Guest Arrival Expert/Porter

    3 weeks ago

    Menlyn, Pretoria, South Africa Marriott Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Protea Hotel Fire & Ice Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South AfricaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYFirst impressions are everything. When guests arrive at our hotels, we want that impression to be...

  • Guest Arrival Expert/porter

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Job Number** 24148952 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** First impressions are everything. When guests...

  • Porter/guest Arrival Expert- Protea Hotel Fire

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Job Number** 23121105 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** First impressions are everything. When guests...

  • Guest Arrival Expert

    1 week ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Job Number** 24157567 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Pretoria Loftus Park, 416 Kirkness Street, Pretoria, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** South African Citizens Only / Shift Work / Night Shift /...

  • Guest Arrival Expert

    1 week ago

    Pretoria, South Africa Marriott International Full time

    Job Number 24157567Job Category Rooms & Guest Services OperationsLocation Protea Hotel Pretoria Loftus Park, 416 Kirkness Street, Pretoria, Gauteng, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARY South African Citizens Only / Shift Work / Night Shift / Weekends First impressions are...

  • Guest Arrival Expert- Protea Hotel Fire

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Job Number** 23203512 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** First impressions are everything. When guests...

  • Guest Arrival Expert- Protea Hotel Fire

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Job Number** 24060627 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** First impressions are everything. When guests...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Numéro de l'Emploi** 24148952 **Catégorie d'Emploi** Rooms & Guest Services Operations **Lieu** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa AFFICHER SUR LA CARTE **Horaire** Full-Time **Situé à distance ?** N **Mutation?** N **Type de Poste** Non-Management La première impression fait toute...

  • Porter

    3 weeks ago

    Constantia Park, Pretoria, South Africa Midway Trend Salvage Full time

    We are recruiting a Porter to carry luggage for our guests at our hotel. You will provide first-class customer service as you are a representative of our brand. Duties include carrying baggage from the hotel lobby to guests' rooms, answering any questions from guests, and serving as a point of contact for information on hotel facilities. Our ideal candidate...

  • Porter

    3 weeks ago

    Pretoria, South Africa Midway Trend Salvage Full time

    We are recruiting a Porter to carry luggage for our guests at our hotel. You will provide first-class customer service as you are a representative of our brand. Duties include carrying baggage from the hotel lobby to guests' rooms, answering any questions from guests, and serving as a point of contact for information on hotel facilities. Our ideal candidate...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **채용 번호** 24148952 **작업 카테고리** Rooms & Guest Services Operations **위치** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa 지도에서 보기 **스케줄** Full-Time **원격 위치입니까?** N **근무지 변경?** N **직책 유형** Non-Management - 메리어트는 기회...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **İş Numarası** 24148952 **İş Kategorisi** Rooms & Guest Services Operations **Lokasyon** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa HARİTADA GÖRÜNTÜLE **Çizelge** Full-Time **Uzakta mı bulundu?** N **Konum değişikliği mi?** N **Pozisyon Türü** Non-Management - Marriott...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Номер вакансии** 24148952 **Категория работы** Rooms & Guest Services Operations **Рез.** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa УВИДЕТЬ НА КАРТЕ **График** Full-Time **Удаленное расположение?** N **Возможен ли...

  • Guest Arrival Expert

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Numer oferty** 23203512 **Kategoria oferty pracy** Rooms & Guest Services Operations **Lokalizacja** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa ZOBACZ NA MAPIE **Harmonogram** Full-Time **Zdalna lokalizacja?** N **Przeprowadzka?** N **Rodzaj stanowiska** Non-Management - Marriott...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **N. Posizione** 24148952 **Categoria la Posizione** Rooms & Guest Services Operations **Sede** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VISUALIZZA SULLA MAPPA **Tipologia** Full-Time **Lavora da remoto?** N **Trasferimento?** N **Tipo posizione** Non-Management - Marriott International applica...

  • Guest Arrival Expert

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **N. Posizione** 23203512 **Categoria la Posizione** Rooms & Guest Services Operations **Sede** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VISUALIZZA SULLA MAPPA **Tipologia** Full-Time **Lavora da remoto?** N **Trasferimento?** N **Tipo posizione** Non-Management - Marriott International...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **职位编号** 24148952 **工作类别** Rooms & Guest Services Operations **地点** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa 在地图中查看 **编制** Full-Time **远程申请?** N **重新安置？** N **职位类型** Non-Management -...

  • Guest Arrival Expert

    3 weeks ago

    Pretoria, South Africa Marriott International, Inc Full time

    **職務編號** 24148952 **工作類別** Rooms & Guest Services Operations **地點** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa 在地圖中查看 **工作編制** Full-Time **身處外地？** N **願意海外赴任？** N **職位類型 管理** Non-Management - Marriott International...

  • Receptionist (Guest Experience Expert) - Protea

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Job Number** 23087745 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...

  • Guest Arrival Expert

    3 months ago

    Pretoria, South Africa Marriott International, Inc Full time

    **Número de Empleo** 23203512 **Categoría de Empleo** Rooms & Guest Services Operations **Ubicación** Protea Hotel Fire & Ice! Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VER EN MAPA **Horario** Full-Time **¿Ubicación remota?** N **¿Reubicación?** N **Tipo de Posición** Non-Management La primera impresión...