Guest Experience Expert (Guest Service Agent) at Marriott International

Function

Reporting directly to the Guest Services Duty Management, 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

What we offer

• Market related salary
• Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
• Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio
• Wellbeing activities and sustainability initiatives through the Take Care and 360° programs
• On Property Café
• Medical Aid Company 
• Provident Fund Company Benefits 
• Associate Uniform and Laundry service thereof
• Employee Well-being Programme
• Staff Transport

Required Experience & Qualifications

• 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

Key Responsibilities

• 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