Guest Experience Expert

2 weeks ago

Cape Town, South Africa Marriott International, Inc Full time

**Job Number** 23081208

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**Function**

**Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude.** Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service. The Primary focus will be on Guest interaction, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and **in** accordance with Marriott International Hotels standards, policies and procedures.**

**Required Experience & Qualifications**
- At least 2-3 Years experience in a Receptionist/Front Desk Agent Position within a Hotel environment.
- An appreciate recognized qualification would be advantage.
- Proficiency in Microsoft packages.
- Working knowledge in Fidelio Opera.
- Professional Disposition.
- Professional telephone and communication etiquette.
- People centric with a strong focus on the Guest experience.
- Ability to work within a pressurized environment.
- Ability to use Initiative and be proactive and self-driven.
- Sound financial acumen.
- Maintain a neat, clean and well-groomed appearance as per company standards.
- Ability to work without supervision and within a team.
- Attention to detail pertaining to area of responsibility.

**Key Responsibilities**

**Check-in/Check-out**
- 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.
- Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
- Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
- Assign room according to guest request and preferences whenever possible.
- Verify and adjust billing for guests.
- 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.
- Accommodate requests for room changes when possible.
- File guest paperwork or documentation.
- Pre-register designated guests and prepare key packets.
- Ensure rates match market codes and that any exceptions are documented and include an explanation.
- Sell a room/accommodation to guests without reservations based on availability.
- Communicate to appropriate staff that there are guests that are waiting for an available room.
- Review requests for late check-outs and approve according to occupancy.
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
- Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
- Obtain and verify proper tax-exempt information for tax-exempt guests.

**Reservations/Blocking Rooms**
- Confirm reservations and cancellations.

**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.
- Provide change to guests.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Cash guests' personal checks and traveler's checks.
- Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

**Finance-Related**
- Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.;
- Perform other duties as and when 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._

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on

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