Guest Experience Expert Job at Marriott Bonvoy (Cape Town Mowbray)

Guest Experience Expert

Marriott Bonvoy

Location:
South Africa , Cape Town Mowbray

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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:

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
Thank guests with genuine appreciation
Welcome and acknowledge each and every guest
Stay up-to-date on the local area
Arrange transportation for guests
Contact appropriate individual or department to resolve guest call, request, or problem
Follow up with guests
Manage access to technological devices within public spaces
Gather, summarize, and utilize information about the property and the surrounding area
Respond to guest requests for special arrangements or services
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
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
Count bank at the beginning of shift
Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs
Run daily reports
Run credit card authorization report and check for discrepancies
Review shift logs/daily memo books
Print contingency lists
Provides 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
Support all co-workers and treat them with dignity and respect
Develop and maintain positive and productive working relationships
Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality
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
Comply with quality assurance expectations and standards
Follow property specific procedures for handling emergency situations
Maintain awareness of undesirable persons on property premises
Report work related accidents, or other injuries immediately
Identify and correct unsafe work procedures or conditions

Requirements:

Minimum 6 month's work experience in a similar role
Higher Education, Diploma or equivalent
English Language Proficiency
Customer Service Orientation
Interpersonal Skills
Team Work
Integrity
Dependability
Positive Demeanor
Adaptability/Flexibility
Stress Tolerance
Initiative
Multi-Tasking
Time Management
Analytical Skills
Learning
Decision-Making
Problem Solving
Computer Skills
Basic Mathematics

Additional Information:

Job Posted:
January 19, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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