Guest Experience Expert

6 months ago

Cape Town, South Africa Marriott International, Inc Full time

**Job Number** 24078425

**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**

Reporting directly to the Guest Services Duty Manager, the successful incumbent is expected to provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.

**Required Experience & Qualifications**
- An appropriate recognised qualification would be advantageous
- A minimum of two years’ experience in a similar position within a Hotel environment
- Computer literate & extensive knowledge of Opera and Microsoft Office Package
- Professional and pleasant disposition
- Strong leadership and interpersonal skills essential
- Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
- Strong and effective communication, problem solving and decision making skills at all levels essential
- Opera systems knowledge
- Ability to work within a pressurized environment
- Extensive knowledge about Cape Town tours and best restaurants
- Quality and customer service driven
- Ability to use Initiative and be proactive and self-motivated

**Key Responsibilities**
- Complete all daily duties as set out in departmental duties and requirements.
- Be flexible within Front of House operations to complete additional tasks as and where directed by the Front of House Management team.
- Ensure that the standards of service excellence and guest satisfaction are maintained.
- Lobby duty - interacting and rooming guests
- Perform an efficient administrative support function as and when required
- Ensure that every guest complaint is handled and solved to the satisfaction of the guest.
- Ensure that the standards of service excellence and guest satisfaction are met and maintained.
- Anticipate the needs of a guest and focus on attention to detail. Recognize every guest as an individual, treating them with warmth and taking every opportunity to make a positive impression.
- Liaise with other departments and associates to ensure the smooth running of Guest Services to ensure strong collaboration between Operations Teams.
- 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._

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