Guest Experience Expert

6 months ago

Johannesburg, South Africa Marriott International, Inc Full time

**Job Number** 24022764

**Job Category** Rooms & Guest Services Operations

**Location** African Pride Melrose Arch Autograph Collection®, 1 Melrose Square, Johannesburg, Gauteng, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, 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. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.
- Address guests' service needs in a professional, positive, and timely manner.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- 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.
- Assist other employees to ensure proper coverage and prompt guest service.

Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- 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.
- Talk with and listen to other employees to effectively exchange information.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.

Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place object

  • Guest Experience Expert(Guest Relations)

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 23150837 **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 giving...

  • Guest Experience Expert

    3 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24157216 **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 giving guests a...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24068060 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, 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...

  • Guest Experience Expert(At Your Service)

    1 month ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**24184833 **Job Category**Rooms & Guest Services Operations **Location**Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa, 2076 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...

  • Guest Experience Expert

    1 month ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Additional Information** **Job Number**24178685 **Job Category**Rooms & Guest Services Operations **Location**Protea Hotel O.R. Tambo Airport, Corner of York & Gladiator Streets, Rhodesfield, Johannesburg, South Africa, South Africa, 1619 **Schedule**Full Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Expert

    3 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24156532 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, 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

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 23196272 **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 giving...

  • Guest Experience Expert

    3 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24158414 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel O.R. Tambo Airport, Corner of York & Gladiator Streets, Rhodesfield, Johannesburg, 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...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24033502 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel O.R. Tambo Airport, Corner York and Gladiator Streets Rhodesfield, Johannesburg, 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...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24033008 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel O.R. Tambo Airport, Corner York and Gladiator Streets Rhodesfield, Johannesburg, 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...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24070725 **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 giving...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24019905 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, 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...

  • Guest Experience Expert

    2 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24178685 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel O.R. Tambo Airport, Corner of York & Gladiator Streets, Rhodesfield, Johannesburg, 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...

  • Hotel Concierge

    4 days ago

    Johannesburg, Gauteng, South Africa Scholtz Partners International Full time

    The ideal candidate for this role is a highly skilled and experienced individual with a passion for delivering exceptional guest service.This position requires expert local knowledge, excellent communication skills, and the ability to anticipate and fulfill guest needs.Key responsibilities include assisting with reservations, transportation, activities,...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 23198137 **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 giving...

  • Guest Experience Expert

    6 months ago

    Johannesburg, South Africa Marriott International, Inc Full time

    **Job Number** 24047288 **Job Category** Rooms & Guest Services Operations **Location** Protea Hotel Fire & Ice! Johannesburg Melrose Arch, 22 Whiteley Road, Johannesburg, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Supply guests with directions and...

  • Hotel Guest Experience Specialist

    7 days ago

    Johannesburg, Gauteng, South Africa Scholtz Partners International Full time

    Role SummaryThe Hotel Guest Experience Specialist provides exceptional guest service by anticipating and fulfilling guest needs. This includes assisting with reservations, transportation, activities, dining, and special requests, ensuring each guest has an outstanding experience.ResponsibilitiesExpert local knowledge to provide guests with personalized...

  • Ambassador for Luxury Guest Experiences

    1 month ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    Job Title: Portuguese Speaking Centre AmbassadorJob OverviewAs a Portuguese Speaking Centre Ambassador, you will be responsible for providing exceptional customer service to international guests and travel advisors. Your role will involve booking guest journeys, destinations, and hotels, as well as supporting the global sales organisation by building strong...

  • Hotel Guest Experience Specialist

    3 days ago

    Johannesburg, Gauteng, South Africa Scholtz Partners International Full time

    Job SummaryThe Hotel Guest Experience Specialist is a critical role that requires exceptional guest service skills, local knowledge, and the ability to deliver personalized experiences.Key Responsibilities:Anticipate and fulfill guest needs, ensuring an outstanding experience.Assist with reservations, transportation, activities, dining, and special...

  • Global Guest Experience Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    Job OverviewThis is a dynamic role that requires a passionate and enthusiastic individual to deliver exceptional guest experiences.Key ResponsibilitiesGuest Journey Management: Book all aspects of the guest journey, including journeys, destinations, pre/post travel, and hotels.Luxury Service Delivery: Provide best-in-class luxury service to Travel Advisors...