Guest Relations Supervisor | AC Hotel by Marriott Cape Town Waterfront at Marriott International

POSITION SUMMARY

• Serves as the property Supervisor on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.  
• Represents property management in resolving any guest or property related situation.  
• Manages the flow of questions and directs guests within the lobby.  
• Serves as Guest Relations Supervisor and handles the tracking of service issues.

Minimum skills experience & requirements:

• A recognized qualification in Hospitality Management
• 2 years relevant experience in a similar position within a hotel environment
• Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera
• Professional Disposition
• Competence to build and effectively manage interpersonal relationships at all levels
• Professional communication and email etiquette,
• Strong and effective planning and organizing skills to ensure operational efficiencies
• Confidence in decision making and conflict resolution abilities
• Competency in administration skills – stock rotation, inventory control and ordering
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Maintain a neat, clean and well-groomed appearance as per company standards

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends duty manager report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Understands and complies with loss prevention policies and procedures.

Managing the Guest Experience

• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.
• Respond to all guest reviews across all platforms
• Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
• Meet and Greet Marriott Bonvoy Members on arrival.
• Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.
• Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.
• Manage VIP gifting for guests and Marriott Bonvoy Members
• Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.
• Participates as needed in the investigation of employee and guest accidents.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) 
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc