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Guest Experience Expert (Guest Services Agent)

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Marriott Bonvoy

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Location:
South Africa , Cape Town

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Reporting directly to the Guest Services Duty Manager, the successful incumbent is expected to provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.

Job Responsibility:

  • Complete all daily duties as set out in departmental duties and requirements
  • Be flexible within Front of House operations to complete additional tasks as and where directed by the Front of House Management team
  • Ensure that the standards of service excellence and guest satisfaction are maintained
  • Lobby duty – interacting and rooming guests
  • Perform an efficient administrative support function as and when required
  • Ensure that every guest complaint is handled and solved to the satisfaction of the guest
  • Ensure that the standards of service excellence and guest satisfaction are met and maintained
  • Anticipate the needs of a guest and focus on attention to detail
  • Recognize every guest as an individual, treating them with warmth and taking every opportunity to make a positive impression
  • Liaise with other departments and associates to ensure the smooth running of Guest Services to ensure strong collaboration between Operations Teams
  • As a Guest Experience Expert whilst your primary function will serve as guest relations you will also be required to fulfil a dual function across the Front Office operation, i.e switchboard and receptionist duties as and when operation requires

Requirements:

  • An appropriate recognised qualification would be advantageous
  • A minimum of two years' experience in a similar position within a Hotel environment
  • Computer literate & extensive knowledge of Opera and Microsoft Office Package
  • 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
  • Opera systems knowledge
  • Ability to work within a pressurized environment
  • Extensive knowledge about Cape Town tours and best restaurants
  • Quality and customer service driven
  • Ability to use Initiative and be proactive and self-motivated
  • Foreign language speaking candidate would be advantageous

Additional Information:

Job Posted:
May 09, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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