![Marriott International](https://media.trabajo.org/img/noimg.jpg)
Guest Experience Expert(Night Receptionist)
2 months ago
Job Category Rooms & Guest Services Operations
Location Protea Hotel Cape Town Waterfront Breakwater Lodge, Portswood Road, Cape Town, South Africa, 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.
CRITICAL TASKS
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Comply with quality assurance expectations and standards.
- 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
- Customer Service Orientation
- Interpersonal Skills
- Team Work
- Diversity Relations
- English Language Proficiency
- Communication
- Listening
- Applied Reading
- Writing
- Integrity
- Dependability
- Positive Demeanor
- Presentation
- Adaptability/Flexibility
- Stress Tolerance
- Initiative
- Multi-Tasking
PREFERRED QUALIFICATIONS
Education
Higher Education, Diploma or 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 90 hotels across South Africa, Zambia, Nigeria, Namibia, Ghana, 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
-
Food and Beverage Service Expert
2 months ago
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Food and Beverage & CulinaryLocation Protea Hotel Cape Town Waterfront Breakwater Lodge, Portswood Road, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management POSITION SUMMARY Our jobs aren't just about putting food on the table that our guests will enjoy...
-
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Food and Beverage & CulinaryLocation Protea Hotel Cape Town Waterfront Breakwater Lodge, Portswood Road, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYProcess all payment methods in accordance with Accounting procedures and policies....
-
Reservations Sales Agent
2 months ago
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category ReservationsLocation Protea Hotel Cape Town Mowbray, Liesbeek Avenue off Liesbeek Parkway, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOversee accuracy of room blocks, reservations, and group market codes. Communicate company values...
-
Head Barman
3 weeks ago
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Food and Beverage & CulinaryLocation Protea Hotel Fire & Ice Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYPrepare drink orders for guests according to specified recipes using measuring systems. Issue,...
-
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Engineering & FacilitiesLocation Cape Town Marriott Hotel Crystal Towers, Corner of Century Boulevard and Rialto Road, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYRespond and attend to guest repair requests. Communicate with...
-
houseman - franschhoek
3 weeks ago
Cape Town, Western Cape, South Africa Hotel and Catering Personnel Full timeUnder the general direction of the Housekeeping Management, ensure all linen is exchanged and delivered according to standards, all corridors are vacuumed and every guest request is completed in a timely manner. Responsibilities: · Ens...Requirements · Fluency in English essential. · Competency in verbal English essential. · Previous experience in Hotel...
-
Food and Beverage Operations Manager
2 months ago
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Food and Beverage & CulinaryLocation Protea Hotel Fire & Ice Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Position responsible for all the food and beverage operations, which includes all culinary,...
-
barman - franschhoek
3 weeks ago
Cape Town, Western Cape, South Africa Hotel and Catering Personnel Full timeOur Client is looking for an enthusiastic barman/bartender to provide an excellent guest drinking experience, who will be able to create classic and innovative drinks exceeding customers' needs and expectations. RESPONSIBILITIES: Prepare alcohol or ...REQUIREMENTS:Preferably 2-3 years previous experience as a Barman; Own transport/Reliable transport;...
-
Heart of House Specialist_SA
3 weeks ago
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Food and Beverage & CulinaryLocation Protea Hotel Cape Town Tyger Valley, Uys Krige Drive, Jip de Jager off ramp, Ext 20, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur Utility Cleaners play an important role in support of a number of...
-
Commercial Manager
2 weeks ago
Cape Town, Western Cape, South Africa Green Recruitment Company Full timeOur client is one of the world's leading OEMs with over 30 years of experience in manufacturing highly efficient wind turbines for global onshore markets. They are looking for a Contracts Manager to manage multiple operations and maintenance contracts, customers, and related stakeholders.KEY RESPONSIBILITIES & AUTHORITIES: The main scope of the role is to...
-
Engineering Lead
2 months ago
Cape Town, Western Cape, South Africa NTT Full timeMake an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAAs the Platform...
-
Assistant to the Chief Operating Officer
3 weeks ago
Cape Town, Western Cape, South Africa Soughted Full timeAbout ManageAir: At ManageAir Pty Ltd, we're on a mission to revolutionize the short-term rental market in Cape Town by delivering exceptional service to our property owners and guests. Our commitment to excellence and a culture that values integrity, ...Key Competencies:Problem Solver: You excel at finding innovative solutions beyond the obvious, helping...
-
Cluster Sales
2 months ago
Cape Town, Western Cape, South Africa Marriott International Full timeJob Number Job Category Sales & MarketingLocation Protea Hotel Fire & Ice Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY The position is accountable for proactively soliciting and handling sales opportunities. Ensures business is...
-
Office Administrator
4 weeks ago
Cape Town, Western Cape, South Africa MSD Full timeJob DescriptionThe Office Administrator and Warehouse Admin Assistant operates as a support function to the entire TSBU business, from an administrative and communication perspective. The position is a full-time, office-based position, at our Somerset West site, Cape Town, South Africa.Job Responsibilities: First line of contact: Receptionist - always...
-
Client Accountant
2 months ago
Cape Town, Western Cape, South Africa TMF Group Full timeWe never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website. About TMF Group TMF Group is a leading provider of critical...
-
Product Manager
2 weeks ago
Cape Town, Western Cape, South Africa takealot Full time, a leading South African online retailer, is looking for a highly-talented Product Manager to join the Logistics Team in Cape Town.We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us.Think you've been challenged before? Think againScale: 4 million happy shoppers shop online on and 2.7...
-
Transfer Agency Officer
1 month ago
Cape Town, Western Cape, South Africa TMF Group Full timeWe never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website. About TMF Group TMF Group is a leading provider of critical...
-
Physical Security
2 months ago
Cape Town, Western Cape, South Africa Amazon Web Services Full timeJob KeysJob Type: Full TimeQualification: BachelorsExperience: yearsLocation: Western CapeCity: Cape TownJob Field: ICT / Computer Job DescriptionJob ContextThe position is responsible for the design, installation and integration of security systems equipment including, but not limited to, Access Control/Intrusion Detection and CCTV Surveillance systems. The...
-
Senior Business Analyst
1 month ago
Cape Town, Western Cape, South Africa NTT Full timeMake an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Business...
-
Actuarial Developer
3 months ago
Cape Town, Western Cape, South Africa LifeCheq Full timeThe OpportunityOne of the biggest untapped markets in fintech is personal financial advice. It's also one of the toughest domains to crack. If you're looking to build a successful career and make an impact on the lives of many South Africans, this opportunity is for you. What are we all about?LifeCheq is a fintech company specializing in personal finance,...