Guest Experience Expert

**Additional Information**
**Job Number**25164627
**Job Category**Rooms & Guest Services Operations
**Location**The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa, 8000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

**JOB SUMMARY**

Primary focus on Guest interaction, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott International Hotels standards, policies and procedures

**CANDIDATE PROFILE**

**Education and Experience**
- At least 2- 3 years’ experience in a Receptionist/ Front Desk Agent position within a Hotel environment
- An appropriate recognized qualification would be advantageous
- Proficiency in Microsoft packages
- Working Knowledge in Fidelio Opera
- Available to work flexible working hours and rostered shifts as and when required

**CRITICAL WORK ACTIVITIES**
- Attend to all guest needs, including but not limited to, registration, check-in and check-out of guest and cashiering.
- Responsible to maintain a float and adhere to standard operating policies and procedures in relation to deposits and the reporting thereof.
- Strong and effective communication and problem solving skills / conflict management
- Excellent Telephone skills and etiquette
- Quality and customer service driven
- Attention to detail and efficiency pertaining to area of responsibility
- Sound financial acumen
- Maintain a neat, clean and well-groomed appearance as per company standards

**Safety and Security**
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Maintain awareness of undesirable persons on property premises.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

**Policies and Procedures**
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- 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.
- Address guests' service needs in a professional, positive, and timely manner.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation and provide a fond farewell.
- Assist other employees to ensure proper coverage and prompt guest service.
- 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.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

**Communication**
- Speak to guests and co-workers using clear, appropriate and professional language.
- 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.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Talk with and listen to other employees to effectively exchange information.

**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.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Partner with and assist others to promote an environment of teamwork