Guest Experience Expert

4 weeks ago

Johannesburg, Gauteng, South Africa Marriott International Full time
Job Number
Job Category Rooms & Guest Services Operations
Location African Pride Melrose Arch Autograph Collection, 1 Melrose Square, Johannesburg, Gauteng, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. 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 Experience 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 Experience 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 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 cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
  • Contact appropriate individual or department (e.g., Guest Arrival, 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.
VIP/Concierge Services
  • Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
  • Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Check-in/Check-out
  • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
  • Organize and coordinate check-in/pre-registration procedures for arriving groups.
  • Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
  • Sell a room/accommodation to guests without reservations based on availability.
  • Verify and adjust billing for guests.
Cash Handling
  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Count bank at end of shift and secure bank.
  • Balance and drop receipts according to Accounting specifications.
  • Obtain manual authorizations and follow all Accounting procedures when computer system is down.
  • Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
  • Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  • Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Reports/Recordkeeping
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
  • Run credit card authorization report and check for discrepancies.
  • Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
  • Print contingency lists to have a record of all guests in case of emergency.
Communications
  • Provides assistance to coworkers, ensuring they understand their tasks.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
  • 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.
  • Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
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.
Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards.
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.
Analytical Skills
  • Learning
  • Decision-Making
  • Problem Solving
  • Computer Skills
  • Basic Mathematics
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
Education

Higher Education, Diploma or equivalent

Related Work Experience

1 year experience

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.

#LI-Onsite

#LI-TK1

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today's traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.

  • Guest Experience Expert

    2 months ago

    Johannesburg, Gauteng, South Africa Marriott International Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation African Pride Melrose Arch Autograph Collection, 1 Melrose Square, Johannesburg, Gauteng, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur jobs aren't just about giving guests a smooth check-in and check-out. Instead, we...

  • Core Agent

    3 days ago

    Johannesburg, Gauteng, South Africa Four Seasons Hotels and Resorts Full time

    About Four Seasons Hotels and Resorts:Four Seasons Hotels and Resorts is a luxury hospitality company that prides itself on delivering exceptional guest experiences. Our team members around the world are dedicated to creating unforgettable moments for our guests, residents, and partners.Our Culture:We believe in treating our guests, colleagues, and partners...

  • Sommelier Expert

    6 days ago

    Johannesburg, Gauteng, South Africa Four Seasons Hotels and Resorts Full time

    About Four Seasons Hotels and Resorts:Four Seasons Hotels and Resorts is a luxury hospitality company that prides itself on delivering exceptional guest experiences through a commitment to excellence and a passion for service. Our team members around the world are dedicated to creating unforgettable moments for our guests, residents, and partners.About the...

  • Youth Tour Consultant

    4 days ago

    Johannesburg, Gauteng, South Africa RMV Solutions Recruitment Full time

    Job Description**Job Title:** Youth Tour Consultant - Destination Management Expert**Job Summary:** We are seeking a highly motivated and experienced Youth Tour Consultant to join our team at RMV Solutions Recruitment. As a key member of our Destination Management team, you will be responsible for delivering exceptional customer service and ensuring that our...

  • Strategic Procurement Expert

    4 days ago

    Johannesburg, Gauteng, South Africa Mac Consulting Group Full time

    Procurement Expert for Business PerformanceMac Consulting Group is seeking a highly skilled Procurement Expert to join our team.This individual will be responsible for delivering expert procurement services to drive business performance across a range of projects.Key Responsibilities:Support the sales process and develop proposals to drive business...

  • Cloud Platform Expert

    6 days ago

    Johannesburg, Gauteng, South Africa People Source Full time

    About the RoleWe are seeking a highly skilled Cloud Platform Expert to join our team at People Source. As a Senior Cloud Specialist, you will be responsible for designing and implementing large-scale data platforms using cloud-based technologies.Key ResponsibilitiesDesign and implement cloud-based data engineering solutions using Azure and other cloud...

  • Front Desk Supervisor

    5 days ago

    Johannesburg, Gauteng, South Africa Four Seasons Hotels and Resorts Full time

    About Four Seasons Hotels and Resorts:Four Seasons Hotels and Resorts is a global leader in the hospitality industry, renowned for its exceptional service, luxurious amenities, and commitment to excellence. Our company culture is built on a foundation of mutual respect, collaboration, and a passion for delivering unforgettable experiences to our guests.About...

  • Senior Valuations Expert

    4 days ago

    Johannesburg, Gauteng, South Africa SET Recruitment Consultants Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Valuations Expert to join our team at SET Recruitment Consultants. As a Senior Valuations Expert, you will play a key role in leading and determining valuations across different asset classes, ensuring accurate gathering of data, validation, and dissemination of valuations.Main...

  • Fashionable Swedish Language Expert

    2 days ago

    Johannesburg, Gauteng, South Africa Language Recruiters Full time

    Job Title: Fashionable Swedish Language ExpertWe are seeking a highly skilled and fashion-forward Swedish language expert to join our team as a Luxury Customer Service Representative. As a key member of our customer service crew, you will be responsible for delivering exceptional customer experiences to our valued clients.Key Responsibilities:Provide expert...

  • Cruise Sales Expert

    4 days ago

    Johannesburg, Gauteng, South Africa FCM Travel Full time

    About the Role:We are seeking a highly motivated and experienced Cruise Sales Expert to join our team at FCM Travel. As a Cruise Sales Expert, you will be responsible for planning, booking, and coordinating customer cruise experiences.Key Responsibilities:Utilize your travel experience to sell cruise packages, accommodation, tours, and related travel...

  • Flames Restaurant Manager

    6 days ago

    Johannesburg, Gauteng, South Africa Four Seasons Hotels and Resorts Full time

    About Four Seasons Hotels and ResortsFour Seasons Hotels and Resorts is a world-renowned hospitality company that prides itself on delivering exceptional guest experiences. Our team of dedicated professionals is committed to providing luxurious accommodations, fine dining, and unparalleled service to our guests.About the RoleWe are seeking a highly motivated...

  • Supply Chain Expert

    2 months ago

    Johannesburg, Gauteng, South Africa Michael Page Full time

    A Local South African Agriculture and Technology business Require at least 5 years in a similar role About Our Client Our client is driven by innovation, connecting organisations with technologies for global growth by merging the physical and digital worlds. With a comprehensive approach from conceptualisation to realisation, they modernise critical...

  • Actuarial Expert

    1 day ago

    Johannesburg, Gauteng, South Africa Old Mutual Full time

    Job DescriptionRole SummaryWe are seeking a highly skilled Actuarial Expert to join our team at Old Mutual. The successful candidate will be responsible for performing actuarial valuation reporting, collaborating with various teams and stakeholders, and ensuring processes are robust, efficient, and fit for purpose.Key ResponsibilitiesValuation and Financial...

  • Data Visualization Expert

    6 days ago

    Johannesburg, Gauteng, South Africa The Hiring House Full time

    About The RoleWe are seeking a highly skilled Data Visualization Expert to join our team at The Hiring House. As a key member of our business intelligence team, you will be responsible for designing and developing engaging, intuitive, and effective visualizations that simplify complex datasets.Key ResponsibilitiesData VisualizationDesign and create...

  • PLC Programming Expert

    5 days ago

    Johannesburg, Gauteng, South Africa Network Recruitment Full time

    We are seeking a highly skilled PLC Programmer to join our team at Network Recruitment. As a Specialist Recruitment Consultant, we are eager to connect with top talent like you who have a passion for Siemens and SCADA systems.As a PLC Programming expert, you will have the opportunity to work with multiple clients seeking exceptional skills in this field....

  • Financial Expert

    6 days ago

    Johannesburg, Gauteng, South Africa HR Genie Full time

    Job Summary:HR Genie is seeking a highly skilled Financial Expert to join our dynamic finance team. As an Accounting Professional, you will play a crucial role in maintaining accurate financial records, ensuring compliance with financial regulations, and supporting the operations team in achieving financial objectives.Key Responsibilities:Financial...

  • Senior Sourcing Expert

    1 day ago

    Johannesburg, Gauteng, South Africa Genpact Full time

    Job Description**Job Summary:**We are seeking a highly experienced Senior Sourcing Expert to join our team at Genpact. As a key member of our Source-to-Pay (S2P) practice, you will be responsible for delivering end-to-end Category specific Global Procurement Transformation programs to improve processes, systems capabilities, and business relationship...

  • Sales Solutions Expert

    4 days ago

    Johannesburg, Gauteng, South Africa Falcorp Resources Full time

    About the RoleFalcorp Resources is seeking a highly skilled Sales Solutions Expert to join our team. As a key member of our sales team, you will be responsible for establishing and maintaining relationships with our clients, identifying new sales opportunities, and delivering exceptional customer service.Key ResponsibilitiesEstablish Trusted Relationships:...

  • Forensic Investigator

    3 days ago

    Johannesburg, Gauteng, South Africa KPMG-SouthAfrica Full time

    Job Title/Position:Forensic InvestigatorNumber of Positions: 4Function and Business Unit:Forensic Services Description of the Role and Purpose of the Job: To execute on Forensic assignments with efficiency and the required technical competence, providing expert testimony and analysis in support of our clients' needs.Key Responsibilities: Execute on forensic...

  • Network Security Transformation Expert

    14 hours ago

    Johannesburg, Gauteng, South Africa Palo Alto Networks Full time

    About the RolePalo Alto Networks is seeking a highly skilled Network Security Transformation Expert to join our team. As a key member of our Domain Consultant team, you will play a critical role in defining technical solutions that secure our customers' key business imperatives.Key ResponsibilitiesCollaborate with Sales Teams: Work closely with sales teams...