Guest Experience Shift Leader

6 months ago

Cape Town, South Africa Marriott International, Inc Full time

**Job Number** 23211087

**Job Category** Rooms & Guest Services Operations

**Location** AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, The Western Cape, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room. Assist management in training. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. 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; assist individuals with disabilities; 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. Ensure adherence to quality expectations and standards. 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 25 pounds without assistance. Perform other reasonable job duties as required when identified.

**CANDIDATE PROFILE**

**Education and Experience**
- A recognized qualification in Hospitality Management and advantage
- Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera
- Leadership and interpersonal skills
- Ability to work both day and night shift.

**CRITICAL TASKS**
- Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.
- Set up accurate accounts for each guest according to their requirements.
- Enter Marriott Rewards information.
- Ensure rates match market codes, document exceptions.
- Secure payment prior to issuing room key, verify/adjust billing.
- Compile and review daily reports/logs/contingency lists.
- Complete cashier and closing reports.
- Supply guests with directions and property information.
- Accommodate guest requests, contacting appropriate staff if necessary.
- Follow up to ensure requests have been met. Process all payment types, vouchers and charges.
- Balance and drop receipts.
- Count and secure banking at beginning and end of shift.
- Obtain manual authorizations and follow all accounting procedures.
- Notify Loss Prevention/Security of any guest reports of theft.
- Deal with guests' complaints and action
- Follow company policies and procedures, report accidents, injuries, and unsafe work conditions to manager.
- Complete safety training and certifications.
- Ensure personal appearance is clean and professional.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
- Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
- Ensure adherence to quality standards. Enter and locate information using computers/POS systems.

**Assists Management**
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.

**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.
- 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

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