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Customer Experience Manager

2 weeks ago

Sandton, South Africa Marriott International Full time

Job Description

We are seeking a skilled Guest Experience Supervisor to join our team at Marriott International.

About the Role

The Guest Experience Supervisor will be responsible for ensuring seamless guest experiences from check-in to check-out. This involves verifying guest identity, form of payment, assigning rooms, and issuing room keys. The supervisor will also ensure accurate accounts are set up for each guest according to their requirements.

Main Responsibilities

  • Process all guest check-ins, verifying guest identity and form of payment
  • Assign rooms and issue room keys
  • Set up accurate accounts for each guest
  • Enter Marriott Rewards information
  • Ensure rates match market codes and document exceptions
  • Secure payment prior to issuing room key and 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, paid-outs, and charges
  • Balance and drop receipts
  • Count and secure bank at beginning and end of shift
  • Obtain manual authorizations and follow all Accounting procedures
  • Notify Loss Prevention/Security of any guest reports of theft

Requirements

  • Assist management in training, evaluating, counseling, motivating, and coaching employees
  • Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process
  • Develop/maintain positive working relationships; support team to reach common goals
  • Listen and respond appropriately to employee concerns
  • 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