Guest Experience Expert Job at Marriott Bonvoy (Cape Town)

Job Description

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

Job Responsibility

Build and experience that is memorable and unique
Deliver a wide range of services that guide guests through their entire stay
Process operational needs
Address guest requests
Complete reports
Share the highlights of the local area
Make transactions feel like part of the experience
Get it right for our guests and our business each and every time

Requirements

High school matric certificate
No related work experience is required
No supervisory experience is required
Creating a safe work place
Following company policies and procedures
Maintaining confidentiality
Protecting company assets
Upholding quality standards
Ensuring uniform, personal appearance, and communications are professional
Ability to stand, sit, or walk for an extended time
Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Follow property specific procedures for handling emergency situations
Maintain awareness of undesirable persons on property premises
Report work related accidents, or other injuries immediately upon occurrence
Identify and correct unsafe work procedures or conditions
Actively listen and respond positively to guest questions, concerns, and requests
Address guests' service needs in a professional, positive, and timely manner
Anticipate guests' service needs
Assist other employees to ensure proper coverage and prompt guest service
Engage guests in conversation regarding their stay
Provide assistance to individuals with disabilities
Thank guests with genuine appreciation
Welcome and acknowledge each and every guest
Stay up-to-date on the local area
Communicate recommendations
Support all co-workers and treat them with dignity and respect
Develop and maintain positive and productive working relationships
Handle sensitive issues with tact, respect, diplomacy, and confidentiality
Comply with quality assurance expectations and standards
Enter and locate work-related information using computers and/or point of sale systems
Read and visually verify information in a variety of formats
Keep track of changes in room status
Organize and coordinate check-in/pre-registration procedures for arriving groups
Process all check-outs
Process all guest check-ins
Secure valid form of payment prior to issuing room key
Sell a room/accommodation to guests without reservations
Verify and adjust billing for guests
Provide assistance to coworkers
Speak to guests and co-workers using clear, appropriate and professional language
Instruct guests on how to access the internet
Answer telephones using appropriate etiquette
Run daily reports
Run credit card authorization report and check for discrepancies
Review shift logs/daily memo books
Print contingency lists
Arrange transportation for guests
Contact appropriate individual or department as necessary to resolve guest call, request, or problem
Follow up with guests to ensure their requests or problems have been met
Manage access to technological devices within public spaces
Process all payment types
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
Count bank at end of shift and secure bank
Balance and drop receipts
Obtain manual authorizations and follow all Accounting procedures when computer system is down
Count bank at the beginning of shift
Ensure uniform, nametags, and personal appearance are clean, hygienic and professional
Follow company and department policies and procedures
Protect company tools, equipment, machines, or other assets
Protect the privacy and security of guests and coworkers
Gather, summarize, and utilize information about the property and the surrounding area amenities
Respond to guest requests for special arrangements or services
Analytical Skills: Learning, Decision-Making, Problem Solving, Computer Skills, Arithmetic Computation
Interpersonal Skills: Customer Service Orientation, Interpersonal Skills, Team Work, Diversity Relations
Communications: English Language Proficiency, Communication, Listening, Applied Reading, Writing
Personal Attributes: Integrity, Dependability, Positive Demeanor, Presentation, Adaptability/Flexibility, Stress Tolerance, Initiative
Organization: Multi-Tasking, Time Management
Physical Abilities: Visual Acuity

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Guest Experience Expert

Job Description

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