Guest Service Expert - Hostess at Marriott International

JOB SUMMARY

• Reporting to the Food and Beverage Management, the successful candidates will be required to manage the hostess desk/ area and enhance the guest experience whilst providing exceptional service. Be a Westin Ambassador and maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.

CANDIDATE PROFILE 

Education and Experience

• Hospitality qualification advantageous
• 1- 2 years’ relevant experience in a similar position within a 5-star hotel environment
• Well-groomed appearance as per company standards at all times 
• Professional and pleasant disposition
• Professional telephone, communication and email etiquette 
• People centric with a strong focus on the Guest experience 
• Proficient in MS Office (Word, Excel, Outlook)
• Problem solving, decision making and conflict resolutions skills
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends , Public holidays, opening and closing shifts when rostered as per operational requirements

CRITICAL WORK ACTIVITIES

• Ensure that the standards of service excellence and guest satisfaction are met and maintained
• Identify and anticipate the needs of your guests
• Acknowledge guest professionally upon arrival
• Anticipate guests' service needs
• Comply with COVID safety policies and protocols
• Ensure guest comply with COVID policies and protocols 
• Be safety conscious and aware of safety risks within your environment
• Protect the privacy and security of guests and coworkers.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Monitor restaurant for seating availability, service, safety, and well-being of guests.
• Ensure work station is prepped and ready for services timeously
• Perform other duties as and when required 

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department 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 by Supervisors.

Guest Relations

• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• 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).
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• 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.
• 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., cell/mobile phones, earpieces, pagers and two-way radios, email).

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• 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.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

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.
• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

VIP/Concierge Services

• Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests/residents with unique needs.
• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

General Concierge - Club Level

• Monitor club lounge for seating availability, service, safety, and well-being of guests.
• Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and everything is in working order.
• Clean and reset tables after guests depart.
• Bus and wipe down tables in club lounge.
• Check in with guests to ensure satisfaction with food or beverages