Guest Relations Agent

4 days ago

Johannesburg, South Africa Marriott International, Inc Full time

**Job Number** 23117412

**Job Category** Rooms & Guest Services Operations

**Location** Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

Our jobs aren’t just about moving items from one place to another. Instead, we want to build an experience that is memorable and unique - and each position contributes to making that possible for our guests. At our hotels, General Support Specialists work across departments to ensure that guests and associates have what they need at the point in time when they need it. Whether delivering items directly to guests in their room or providing support to housekeeping, engineering, banquets, restaurants, the front office, or other areas that need assistance, our General Support Specialists move about their space to get the job done. They are critical to ensure smooth operations throughout the entire hotel.

No matter what position you are in, there are a few things that are critical to success - ensuring a safe workplace, following company policies and procedures, maintaining confidentiality, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all of these things well, and other reasonable job duties as requested, is critical for General Support Specialists - to get it right for our guests and our business each and every time.

**CRITICAL TASKS**
Guest Relations
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- 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.
- 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.

Guest Services
- Place requested items such as rollaway beds and refrigerators in guest rooms.
- Deliver extra towels, bathrobes, and other items to guest rooms.
- Provide complimentary toiletries to guests, such as toothpaste, razors, and shampoo.
- Deliver items (e.g., food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items) to guest/resident rooms.
- Deliver rollaway, cribs, linens, toiletries, and other items requested by guests to guest rooms.

Housekeeping Protocol
- Post caution signs (e.g., wet floor signs) to limit traffic when necessary.
- Respond promptly to requests from guests, Front Desk, At Your Service & F&B requests.
- Identify and report preventative or other maintenance issues in public areas or guest rooms.
- Contact Engineering, At Your Service (AYS)/Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs.
- Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
- Identify and report preventative or other maintenance issues in public areas or guest rooms.
- Return cart to designated area at the end of shift.
- Replenish linens in the linen rooms based on the amount of linens needed for each floor as noted on the linen distribution form.
- Remove items from hallways and transport to service areas, including debris, room service food and beverage trays, unread newspapers, soiled linens, trash, and other related items.
- Clean and organize items stored in supply/storage closets, or other spaces as needed.

General Food and Beverage Services
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Inspect the cleanliness and presentation of all materials prior to use.
- Assist your and other departments when needed to ensure optimum service to guests.
- Complete setup and breakdown of events or functions, including cleaning the room and returning equipment to its proper location.
- Follow appropriate procedures for serving alcohol, follow local Training & Guidance.
- Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
- and co-workers using clear, appropriate and professional language.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas o

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