Guest Experience Manager

**Job Number** 23018636

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**Function**

The Guest Experience Manager manages all aspects of the department including but not limited to operations, planning, budgeting, and staffing; forge stronger guest relationships - fully guest centric approach has well as maintaining exceptional customer service standards expected in accordance with the hotel and Starwood policies and procedures. The Guest Experience Manager provides leadership and support to all associates of the Guest Services team, implements and enforces Standards of Excellence in all areas supervised

**Required Experience & Qualifications**
- Relevant Hospitality qualification or equivalent
- Minimum 3 years’ experience working in hotel and/ or similar position.
- Minimum 5 years management experience within a similar role.
- Systems Required - OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
- Professional and pleasant disposition
- Strong leadership and interpersonal skills essential.
- Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
- Strong and effective communication, problem solving and decision making skills at all levels essential
- Proven excellent and conflict management skills
- Strong administration skills - payroll input, staff rostering, training
- Ability to work within a pressurized environment
- Quality and customer service driven
- Ability to use Initiative and be proactive and self-motivated
- Ensure that the standards of service excellence and guest satisfaction are met and maintained
- Attention to detail pertaining to area of responsibility
- Maintain a neat, clean and well-groomed appearance as per company standards
- Excellent interpersonal skills, including a pleasant telephone manner Good administrative skills

**Key Responsibilities**
- Manage and monitor activities of all employees in the Guest Services department making sure they adhere to standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
- Maintain a professional and high quality service oriented environment at all times.
- Adherence to company workplace policies, rules, procedures and standards.
- Conduct quarterly performance appraisals of staff - Supply and co-ordinate effective training to enable all Guest Services staff to carry out their duties as require.
- Monitor and evaluate all aspect of performance management for the team
- Undertake full responsibility for managing operating expenses, maintaining Guest Services Budget, monitor Profit & Loss throughout the year.
- Coordinate daily activities with hotel management team on a daily basis.
- Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
- Assess efficiency of Department’s Standard Operating Procedures and amend if necessary
- Manage working hours and attendance of staff - Roster staff according to business levels.
- Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams
- In addition to performing essential functions, the position may require the performance of a combination of supportive functions.
- Possess job specific systems-knowledge, skills and abilities.
- Familiar with local health and safety codes and regulations.
- Manage Westin Experience Specialist Program
- Elevate Guest Services team to executional excellence.
- Review GSS scores related to guest experience and assist HR trainer with regards to implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest centric approach amongst all staff.
- Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them
- 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 Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at thei