Events Booking Centre Executive

5 days ago


Johannesburg, South Africa Marriott Worldwide Full time

**Job Number** 22114278

**Job Category** Event Management

**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** Management

***

Assist management in training and motivating employees; serve as a role model. Follow all company policies and procedures; 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; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Monitor the performance of others to ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats. 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.

**CRITICAL TASKS**

**Policies and Procedures**
- Follow company and department policies and procedures.
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Perform other reasonable job duties as requested by Supervisors.

**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.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) 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.
- Thank guests with genuine appreciation and provide a fond farewell.

**Communication**
- Provide assistance to coworkers, ensuring they understand their tasks.
- 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.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- 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.

**Assists Management**
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.

**Working with Others**
- Develop and maintain positive and productive working relationships with other employees and departments.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

**Physical Tasks**
- Enter and locate work-related information using computers and/or point of sale systems.
- Read and visually verify information in a variety of formats (e.g., small print).
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

**Sales**
- Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.

**Rewards and Gift Certificates**
- Enter Marriott Rewards information into appropriate software when taking guest reservations.

**CRITICAL COMPETENCIES**

**Analytical Skills**
- Computer Skills
- Problem Solving
- Decision-Making
- Learning

**Interpersonal Skills**
- Interpersonal Skills
- Team Work
- Customer Service Orientation

**Communications**
- English Langu



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