Guest Experience Supervisor

**Job Number** 23017700

**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

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Reporting to the Front Office Manager, the night shift Guest Experience Supervisor is to oversee the night team whilst processing 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, 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.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of 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. Stand, sit, or walk for an extended period of time. 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.
- 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._
- At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer. Whether it’s the artful pour of a drink or the elegant line of a chaise, AC Hotels believes that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the edited beauty of AC Hotels. They feel connected to us through a shared concern for details. They enjoy feeling a part of our small, discrete, global tribe. In fact, the feeling of being among like-minded people is a significant part of the AC appeal.
- We’re looking for cultural innovators to join our team. If you are someone who has an inner creativity and love for art, design and culture, then we invite you to explore a career with AC Hotels.