Guest Experience Supervisor

**Job Number** 24013619

**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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Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Supervior and handles the tracking of service issues.

**Supporting Property Operations and Guest Relations Needs**
- Maintains a strong working relationship with all departments to support property operations and goals a
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Sends duty manager report to all departments on a daily basis.
- Strives to improve service performance.
- Ensures compliance with all policies, standards and procedures.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Understands and complies with loss prevention policies and procedures.

**Managing the Guest Experience**
- Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Empowers employees to provide excellent customer service.
- Provides immediate assistance to guests as requested.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Ensures employees understand customer service expectations and parameters.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Records guest issues in the guest response tracking system.
- Respond to all guest reviews across all platforms
- Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
- Meet and Greet Marriott Bonvoy Members on arrival.
- Lobby duties include - Welcoming guests on arrival and wishing them farewell during departure from the hotel.
- Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.
- Manage VIP gifting for guests and Marriott Bonvoy Members
- Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.
- 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 sleek, edited environment, AC Hotels and our family members believe that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the precise design of AC Hotels and the detail-oriented nature of our family members. If you are looking for true hospitality, AC Hotels offers the perfect environment. Family members express a global mindset and passion for detail. They present a natural curiosity to learn and try new things. Whether staying current with trends in art, technology, or design, family members are eager to share with guests and others.

Family members look to delight others and always ask themselves how they can improve the service experience. If this sounds like you, we invite you to explore career opportunities with AC Hotels. In joining AC Hotels, you join a portfolio of brands with Marriott International.
**Be** where you can do your best work,
**begin** your purpose,
**belong** to an amazing global team, and
**become** the best version of you.