Guest Experience Supervisor - Johannesburg Marriott Hotel Melrose Arch at Marriott International

POSITION SUMMARY

• Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. 
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

CRITICAL TASKS

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management in preparing and conducting performance reviews of hourly employees.
• Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Assist management in preparing work schedules of hourly employees.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Assist management in preparing payroll of hourly employees (e.g., ensure accuracy, adjustments, and distribution).
• Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, an place objects weighing less than or equal to 10 pounds without assistance.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE,OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Set up accurate accounts for each.
• Assign room according to guest request and preferences whenever possible.
• Sell a room/accommodation to guests without reservations based on availability.
• Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Accommodate requests for room changes when possible.
• Obtain and verify proper tax-exempt information for tax-exempt guests.
• Verify and adjust billing for guests.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• File guest paperwork or documentation.
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
• Review requests for late check-outs and approve according to occupancy.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Clear departures in computer system to document that rooms are no longer occupied.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.

Reservations/Blocking Rooms

• Anticipate sold-out situations and determine how many rooms are over-committed.
• Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.
• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

Reports/Recordkeeping

• Review shift logs/daily memo books and document pertinent information in logbooks.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

At Your Service/Delighted to Serve

• Follow up with guest regarding satisfaction with guest-related issues.

Cash Handling

• Balance and drop receipts according to Accounting specifications.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Count bank at end of shift and secure bank.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.

Finance-Related

• Assist staff with expediting problem payments (e.g., problems processing credit card).

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• Learning
• Computer Skills
• Decision-Making

Interpersonal Skills

• Team Work
• Customer Service Orientation
• Interpersonal Skills
• Diversity Relations

Communications

• Listening
• Communication
• English Language Proficiency
• Telephone Etiquette Skills
• Applied Reading
• Writing

Personal Attributes

• Dependability
• Integrity
• Positive Demeanor
• Initiative
• Stress Tolerance
• Adaptability/Flexibility
• Presentation

Organization

• Planning and Organizing
• Multi-Tasking

Assists Management

• Resolving Conflict
• Team Building

PREFERED EDUCATION

Education 

• High school diploma/G.E.D. equivalent

Related Work Experience

• At least 1 year of related work experience

Supervisory Experience

• No supervisory experience is required