Guest Experience Expert

4 weeks ago

Sea Point, South Africa Marriott International, Inc Full time

**Additional Information** Receptionist

**Job Number** 22195571

**Job Category** Rooms & Guest Services Operations

**Location** Luxury Hotels International South Africa (Pty) Ltd., Arthur's Road, Sea Point, 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 proce

  • Front Desk Receptionist

    1 month ago

    Sea Point, South Africa newkings boutique hotel Full time

    Responsibilities - Welcome and greet guests, answer and direct incoming calls - Inform guests of hotel rates and services make and confirm reservations for guests - Ensure proper room allocation register and check guests in - Confirm relevant guest information/verify guest's payment method - Issue room keys and direct guests to their rooms - Listen and...

  • Hotel Property Manager

    1 month ago

    Sea Point, South Africa Totalstay Full time

    **Hotel Property Manager - Job Description** **Department - Hotel Management** **The Property Manager is the glue that keeps the operation running smoothly, thus we need to make sure it is consistently a positive one. You are responsible for ensuring that your team provides the highest level of guest service and that our standards are met and maintained at...

  • Assistant Guest House Manager

    4 weeks ago

    Green Point, South Africa HotelJobs.co.za Full time

    This stylish 4* guest house, situated in Green Point is seeking to appoint an Assistant to the Guest House Manager to relieve the Manager 3 - 4 times a week. **Specialist competencies**: - Supervisory or management experience in Front Office, Housekeeping and F&B operations within a 4/5 boutique lodge, hotel or luxury guest house - Matric - Relevant...

  • Assistant Hotel Manager

    1 month ago

    Sea Point, South Africa HotelJobs.co.za Full time

    This 5 ** Boutique Hotel who caters to the *High End Market* is looking for an Assistant Hotel Manager! Must have previous hotel experience, attention to detail with exceptional Guest Relations skills. Matric, Tertiary Education will be advantageous, Drivers Licence.

  • Assistant Hotel Manager

    4 weeks ago

    Sea Point, South Africa HotelJobs.co.za Full time

    This 5 ** Boutique Hotel who caters to the *High End Market* is looking for an Assistant Hotel Manager! Must have previous hotel management experience, attention to detail with exceptional Guest Relations skills. Matric, Tertiary Education will be advantageous, Drivers Licence.

  • Waitron

    4 weeks ago

    Sea Point, South Africa Insphired Recruitment Solutions Full time

    Our client in the Hospitality industry is currently looking for **Waitrons** in Sea Point, Cape Town. **Responsibilities**: - Provide excellent customer service to ensure a memorable dining experience. - Take and serve orders with a high level of professionalism. - Knowledgeably present and recommend menu items, including wines and their origins. - Operate...

  • Part-time Optical Assistant Western Cape, Sea Point

    1 month ago

    Sea Point, South Africa Optivet Full time

    Assisting customers with frame selection and lens options, providing expert advice on style and functionality. Conducting preliminary eye tests and measurements under the guidance of our experienced optometrists. Managing inventory and ensuring displays are immaculately presented to showcase our premium eyewear collections. Providing exceptional customer...

  • Night Auditor

    1 month ago

    Sea Point, South Africa HotelJobs.co.za Full time

    A luxurious 4* Hotel is looking for a Night Auditor to join their spectacular team and assist late-night guests, process check-ins and check-outs, and address other customer requests. **DUTIES** **Must know SEMPER PMS** - Processes invoices and prepares checkout bills - Monitors and checks accounting ledger - Audits financial statement accounts such as...

  • Short Term Rental Agent

    1 month ago

    Sea Point, South Africa SPG International Full time

    Short-Term Rental Portfolio Agent We are a well-established international real estate firm looking for a Short-Term Rental Portfolio Agent to join our team. As a Short-Term Rental Portfolio Agent, you will be responsible for managing our short-term rental properties and ensuring that they are performing to their highest potential. We have an existing...

  • Cocktail Bartender

    1 month ago

    Sea Point, South Africa The Cheeky Bartender Full time

    Are you passionate about crafting cocktails and creating unforgettable experiences for your guests? Do you possess the skills and knowledge to deliver world-class service at a mysterious and elegant speakeasy? If so, we want you to join the team! We are looking for an experienced Cocktail Bartender who will bring their expertise, positive attitude, and...

  • Reservations/receptionist

    1 month ago

    Green Point, South Africa CURIOCITY Full time

    We are looking for a energetic; hard working person, who wants to join CURIOCITY team as Reservationist. Main responsibilities are: - Welcoming guests as they arrive at the hotel/ backpackers. - Signing up guests for in house activities. - Preparing invoices. - Conciliation reports. **Job Types**: Full-time, Temp to perm Contract length: 3...

  • Waiter/waitress

    1 month ago

    Mouille Point, South Africa Grand Africa Café & Beach Full time

    **RESPONSIBILITIES OF THE POSITION INCLUDE BUT ARE NOT LIMITED TO**: - Learn menu items and be able to describe them appropriately to guests. - Take beverage and food orders. - Deliver beverages and food in a timely manner. - Clear dirty dishes from table. - Refill beverages throughout the meal. - Greet guests and make them feel comfortable. - Waiters and...

  • Senior Group Reservations Coordinator

    1 month ago

    Green Point, South Africa CTIC Full time

    **We are a leading tourism brand in the Western Cape and our lodge trade relationship division is looking for group and trade reservation agents to join our energetic Green Point head office.** The reservations office is the first point of contact for our potential guests and this knowledgeable and well spoken team are the makers of Cape Town holiday...

  • Maintenance Technician

    1 month ago

    Kenton on Sea, South Africa Volkswagen Group Full time

    **Job Description and Responsibilities**: - Repair faulty equipment and parts i.e. welding guns, servo-pneumatic valves, transmission modules, tucker guns, sealer equipment to ensure availability of spare parts and equipment (spare part management). - Resolve robotic electronic communication faults by adjusting the robotic program to prevent re-occurring...

  • Maintenance Technician

    4 weeks ago

    Kenton on Sea, South Africa Tych Business Solutions Full time

    **Job Description and Responsibilities** - Repair faulty equipment and parts i.e. welding guns, servo-pneumatic valves, transmission modules, tucker guns, sealer equipment to ensure availability of spare parts and equipment (spare part management). - Resolve robotic electronic communication faults by adjusting the robotic program to prevent re-occurring...