Guest Experience Expert_SA (Switchboard Operator) - AC Hotel by Marriott Cape Town Waterfront at Marriott International

POSITION SUMMARY

• 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.
• No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

CRITICAL WORK ACTIVITIES

• Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. 
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. 
• Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. 
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. 
• Provide information to guests about room features, property amenities, and local areas of interest. 
• Assist guests with accessing the internet. 
• Report accidents, injuries, and unsafe work conditions to manager. 
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
• Follow all company policies and procedures. 
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. 
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette. 
• Develop and maintain positive working relationships with others, and support team to reach common goals. 
• Comply with quality assurance expectations and standards. 
• Read and visually verify information in a variety of formats. 

Education and Experience

• A recognized Hospitality qualification would be advantageous
• Call Centre experience within a Hotel environment
• Proficiency in Microsoft packages (MS Word, Excel, Outlook)
• Working Knowledge in Opera PMS
• Available to work flexible working hours 
• Good telephone etiquette