Night Guest Experience Expert

4 hours ago

Cape Town, South Africa Marriott Worldwide Full time

**Job Number** 22169406

**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

***

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.

**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 begi

  • Guest Experience Expert(Night Receptionist)

    5 days ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Job Number** 23069304 **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 *** Our jobs aren’t just about giving guests a...

  • Guest Experience Expert

    2 days ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Job Number** 22188296 **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 *** Our jobs aren’t just about giving guests a smooth check-in...

  • Guest Experience Expert

    5 days ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Additional Information** Receptionist **Job Number** 23139952 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Cape Town, 64 New Church Street, Cape Town, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs...

  • Guest Experience Expert

    4 days ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**25011052 **Job Category**Rooms & Guest Services Operations **Location**Protea Hotel Cape Town Sea Point, Arthur's Road, Cape Town, South Africa, South Africa, 8005 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** ur jobs aren’t just about giving guests a smooth check-in and...

  • Night Auditor

    4 days ago

    Cape Town, South Africa Victoria & Alfred Hotel Full time

    JOB TITLE Night Auditor REPORTS TO Night Manager DUTIES & RESPONSIBILITES - Ensure that all company policies, procedures & SOPs are adhered to - Carries out a detailed audit on the previous day’s business & verifies the revenue taken - Verify Daily House Activity report & ensure that all arrivals have checked into the Hotel and that guest folios have...

  • Guest Experience Expert

    5 hours ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**24217138 **Job Category**Rooms & Guest Services Operations **Location**Protea Hotel Cape Town Mowbray, Liesbeek Avenue off Liesbeek Parkway, Cape Town, South Africa, South Africa, 7925 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...

  • Hotel Night Auditor

    4 hours ago

    Cape Town, South Africa StaffCentral Consulting Full time

    **Job Duties/Responsibilities will include**: Manage all nightly hotel operations Correct handling of cash and company property as per company policy Effective communication with guests and fellow team members alike Ensure guest accounts are accurate and updated Updating of property management system as per guest movements Post transactions and update...

  • Night Shift Waiter

    2 days ago

    Cape Town, South Africa Hospitality Pro Recruitment Full time

    ** PLEASE DO NOT APPLY IF YOU DO NOT MEET THE REQUIRMENTS** We are URGENTLY looking for an experienced Night Shift Waiter for a hotel based in the Cape Town City Centre. This position will require you to working until 23:00 - 00:00. You MUST be able to work night shifts. This position is to start immediately. Duties, but not limited to: - Serving -...

  • Night Auditor

    5 days ago

    Cape Town, South Africa HotelJobs.co.za Full time

    **The scope & general purpose of the role include**: - Responsible for the auditing of all revenue-generating departments on a daily basis. - System maintenance, back-ups, and running of the EOD (End of day) - Late check-ins and early check-outs as per Hotel policy and procedures and to deal with any special needs or requests a guest may have during his...

  • Reception / Night Audit Relief

    7 days ago

    Cape Town, South Africa The Perfect Placements Full time

    Our client, a reputable hotel based in sea point, is looking for a pro-active, well spoken, presentable and confident reception/night audit relief. **Responsibilities**: - welcome and receive all guests in a manner that compliments the highest standards of the hotel - deal with day-to-day hotel operations and guest enquiries as well as administration...

  • Night Reception

    6 days ago

    Cape Town, South Africa HotelJobs.co.za Full time

    Career Growth, Hospitality Recruitment looking for a diligent Night Auditor to join a stunning luxury hotel in Cape Town (Forsehore). You will be responsible for bookkeeping and keeping financial records up-to-date, as well as checking guests in and out of the hotel, processing their bills, and attending to any requests made by guests during your...

  • Guest Experience Agent

    7 days ago

    Cape Town, South Africa One&Only Cape Town Full time

    Guest Experience Agent (6056) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our...

  • Guest Experience Manager

    1 week ago

    Cape Town, South Africa The Twelve Apostles Hotel (Camps Bay, Cape Town) Full time

    **GUEST EXPERIENCE MANAGER** **Job Purpose**: This position requires a socially focused, detail orientated team player who can operate under pressure to oversee the overall Journey of each Guest before during and after their stay and together with the Front Office Manager to take responsibility for managing and nurturing the VIP and consortia guest...

  • Guest Experience Manager

    12 hours ago

    Cape Town, South Africa The Twelve Apostles Hotel (Camps Bay, Cape Town) Full time

    **GUEST EXPERIENCE MANAGER** **Job Purpose**: This position requires a socially focused, detail orientated team player who can operate under pressure to oversee the overall Journey of each Guest before during and after their stay and together with the Front Office Manager to take responsibility for managing and nurturing the VIP and consortia guest...

  • Hotel Night Auditor

    6 days ago

    Cape Town, South Africa Pepperclub Hotel Full time

    **JOB SPECIFICATIONS**: - Preferable Grade 12 or higher qualification. - Computer literate in Excel, Word, Micros and Opera. - Well presented. - Excellent verbal and written communication - Required to work shifts. Banqueting experience preferable **JOB DESCRIPTION**: **Overall purpose of the Position**: The Night Auditor is responsible for reconciling...

  • Guest Experience Host

    5 days ago

    Cape Town, South Africa One&Only Cape Town Full time

    Guest Experience Host (9363) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our...

  • Guest Experience Agent

    7 days ago

    Cape Town, South Africa One&Only Cape Town Full time

    **Job Summary** The Guest Service Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard. Finally, Guest Service Agents have a high sense of customer service and communication, fluent in English (written and spoken),...

  • Guest Service Expert sa

    5 hours ago

    Cape Town, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**24179291 **Job Category**Food and Beverage & Culinary **Location**AC Hotel Cape Town Waterfront, Dockrail Road, Foreshore, Cape Town, The Western Cape, South Africa, 8001 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about putting food on the table that our...

  • Relief Night Audit

    4 hours ago

    Cape Town, South Africa HotelJobs.co.za Full time

    We are looking for a diligent night auditor to join our hotel staff. You will be responsible for bookkeeping and keeping financial records up-to-date, as well as checking guests in and out of the hotel, processing their bills, and attending to any requests made by guests during your shift. **Responsibilities**: - Keeping hotel financial records in order. -...

  • Night Auditor

    2 days ago

    Cape Town, South Africa Accor HQ Full time

    **Night Auditor** - The incumbent will perform the night auditing functions and assisting with the ancillary related and general other day-to-day functioning of Operations Control Office. **What is in it for you**: - Joining an innovative environment that supports the development and investment of its colleagues - Employee benefit card offering discounted...