Fresh Jobs at Westin Hotels & Resorts

Function

• Are you ready to grow your dream career!! Join our amazing team and help deliver unforgettable cuisines and create memorable experiences. We are recruiting for a fun, energetic, innovative and enthusiastic Guest Experience Expert with a positive attitude Reporting to the Front Office Manager, the successful incumbent is required to provide professional and excellent customer service by attending to all telephone calls timeously for both internal and external guest as well as to provide and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott Policies and Procedures.

What We offer

• 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

• A recognized Hospitality qualification would be advantageous
• At least 1- 2 years 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 and rostered shifts as and when required
• Good telephone etiquette.
• 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
• Ability to manage and work with high volume work load
• 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 and Public holidays as per operational requirements

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• 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, contact appropriate individual or department 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.
• Answering incoming and internal calls as per brand standard
• Managing Let’s chat requests and follow up 
• Check and Prepare staff transport log sheets
• Check stationary orders
• Assist with group preparation when required
• Credit card cancellations
• Update guest’s profiles when needed and as requested
• As a Guest Experience Expert whilst your primary function will serve as a call center agent you will also be required to fulfil a dual function across the Front Office operation, i.e guest relations and receptionist duties as and when operation requires. 

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JOB SUMMARY

• Reporting to the Kitchen Management team, the successful candidate is responsible to assist in the kitchen operation, uphold the exceptional service standards and quality within a pressurized environment whilst you embrace the ethos of The Westin Cape Town Culture in accordance with Marriott International Policies and Procedures.

CANDIDATE PROFILE 

Education and Experience

• Recognised appropriate qualification advantageous
• 1- 2 years’ experience in reputable hot kitchen in a similar position within a 5 star environment
• Competency of all relevant cookery 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
• Ability to work within a pressurized environment 
• Ability to manage and work with high volume work load
• 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 and Public holidays as per operational requirements

CRITICAL WORK ACTIVITIES

• Preparation and service of dishes within the pastry section 
• Proactive, self-motivated Individual with good professional work ethic
• Support the operations within the pastry kitchen 
• Sound understanding of all health & safety regulations
• Ensure the highest standards of hygiene and quality are maintained throughout the kitchen
• Assist where necessary within the kitchen departments.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure  environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as  necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety  personnel.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural  disasters).

Policies and Procedures

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

Guest Relations

• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

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.
• 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.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

General Kitchen

• Prepare all potentially hazardous foods at the correct temperature according to the HACCP guidelines.
• Follow appropriate personal hygiene procedures to ensure food served to guests is safe for consumption, including  disinfecting hands prior to handling food and wearing a hat/hairnet and proper footwear.
• Follow and ensure compliance with food safety and handling policies and procedures, such as product rotation, First In-
• First Out (FIFO); dating, labeling, cleaning, and organizing coolers/freezers/storage areas; and Cold Chain  compliance, across all food-related departments and areas.
• Ensure the quality of the food items and notify manager if a product does not meet specifications.
• Monitor the quantity of food that is prepared and the portions that are served in to control food waste and ensure that  good food is not thrown away.
• Communicate any assistance needed during busy periods to the Chef to ensure optimum service to guests.
• Operate ovens, stoves, grills, microwaves, and fryers to prepare foods.
• Check and ensure the correctness of the temperature of appliances and food using thermostats and thermometers,  including monitoring freezer systems, such as fans, drains, and doors, for proper operation, and report issues or  problems to facility management.
• Report maintenance issues immediately to appropriate personnel (i.e., management or maintenance).
• Maintain up-to-date knowledge of company Food Safety Programs within assigned area of responsibility, as well as all  local, state, and federal regulations.

Sanitation and Maintenance

• Wash and disinfect kitchen area including tables, tools, knives, and equipment to ensure sanitary conditions and meet the  departmental standards, including using sanitizers required by health department.
• Set-up and break down work station with required mise en place, tools, equipment and supplies, ensuring items are to  established specs, ensuring adequate fill of containers, storing items appropriately, and cleaning station as  appropriate.
• Follow and ensure compliance with sanitation and cleaning procedures and pest control guidelines, reporting pest control  issues to appropriate personnel.
• Disassemble and assemble kitchen equipment following safety procedures when cleaning.

Kitchen Tools & Equipment

• Use kitchen tools safely and appropriately, including using appropriate tools to open cartons, boxes, and cans; keeping  knives sharpened; using proper knife handling procedures; using correct knives for particular food item or specific  task; using dry pads when moving hot material; and engaging all appropriate safety devices prior to operating  equipment.
• Use measuring tools (for example, scale, measuring cups, measuring spoons) to precisely measure ingredients and  portion sizes.

Food Preparation

• Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist,  establishing priority items.
• Prepare ingredients for cooking, including portioning, chopping, and storing food before use.
• Wash and peel (if required) fresh fruits and vegetables to prepare them for cooking or consumption.
• Test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them  with utensils.
• Weigh, measure, and mix ingredients according to recipes or personal judgment, using various kitchen utensils and  equipment.
• Monitor food quality while preparing food and throughout the day utilizing the HACCP forms and production charts.
• Prepare cold foods, including preparing salads, cold sandwiches, condiments, and dressings.          

Set-up

• Ensure proper portion, arrangement, and food garnish to be served to waiters or patrons, according to standards.

Banquet/Buffet

• Breakdown work station and return and label back-up items according to proper food handling procedures.

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POSITION SUMMARY

• Supervise and coordinate activities of cooks and workers. Determine how food should be presented and create decorative food displays. Ensure proper portion, arrangement, and food garnish to be served. Monitor the quantity of food that is prepared. Inform Food & Beverage service staff of menu specials and out of stock menu items. Prepare special meals or substitute items. Assist cooks and kitchen staff with various tasks. Provide cooks with needed items. Monitor stock of kitchen supplies and food. Maintain kitchen logs for food safety program and food products. Ensure the quality of the food items and notify manager if a product does not meet specifications.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Address guests’ service needs. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors

PREFERRED QUALIFICATION

• Education: Technical, Trade, or Vocational School Degree.
• Related Work Experience: 4 to 6 years of related work experience.
• Supervisory Experience: At least 2 years of supervisory experience.
• License or Certification: None

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• To provide skilled work in the installation, repair, operation and maintenance of all plumbing equipment and plant with in the hotel. Inclusive of but not limited to the installation and repair of pipes, fittings of heating ,water, drainage and HVAC systems according to specifications and plumbing codes. To ensure that all relevant plant and equipment is in adherence to local legislation and in compliance to Marriott International Policies and Procedures.

REQUIRED EXPERIENCE AND QUALIFICATION:

• Mature, energetic and quick witted
• A recognised qualification in plumbing 
• Preferable trade tested artisan 
• Valid plumbing licence 
• Minimum 5 years’ experience post trade test 
• Hospitality experience advantageous 
• Be flexible with regards to working hours 
• Ability to work independently and for long hours with little supervision 
• Available to work on call and respond timeously to plumbing/sanitation emergencies 
• Must be able to read and understand plumbing blue prints and other technical documents to assess the buildings needs and pipe/plumbing fixture plans 
• Be able to weld – silver solder and copper to copper applications 
• Conversant with various classes and sizes of copper and pvc piping and fittings 
• Computer skills in MS word and excel

KEY RESPONSIBILITIES:

• Assemble pipe sections, tubing and fittings using couplings, clamps ,screws, bolts, cements, plastic solvent, caulking, or soldering, brazing and welding equipment 
• To review building drawings and building codes and specifications to determine work details and equipment 
• Installs supports for pipes, equipment and fixtures prior installation 
• Assembles/replaces pipes/fittings and valves up to 160mm diameter 
• Keep records and maintain logs/records of assignments/work procedures to enable detailed work reports 
• Repair and maintain plumbing, replacing defective components, or mending compromised piping/clogged drains 
• Collaborates with contractors in installations/repairing of plumbing infrastructure with in hotel environs 
• Test plumbing and other installed fixtures to ensure proper function 
• Follows health and safety standards and complies to building codes 
• Performs inspections of plumbing systems to identify and replace worn parts
• Install/repair water supply /drainage lines to commercial equipment with in hotel 
• Requisitions for materials required for smooth operation of plumbing/sanitation plant and equipment of hotel/plant 
• Assists in the verification of plumbing/sanitation spares purchased/supplied 
• Perform other reasonable job/duties as requested by the Chief Engineer
• Be flexible in working hours 
• Ensures that the standards of service excellence and guest satisfaction are met and maintained 
• Effectively supervise and coordinate the operations in order to achieve set goals and required deadlines as deemed necessary 
• Effective communication, problem solving, decision making and conflict management

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JOB SUMMARY

• Receive and stage merchandise by department, mark appropriately for placement in facility, and deliver merchandise to appropriate department. Stack received merchandise on pallets or carts. Complete requisition forms for inventory and supplies. Notify manager/supervisor of low stock levels in a timely manner. Receive deliveries, store perishables properly, and rotate stock. Inspect deliveries and date times to verify freshness, cleanliness, consistency, and quality throughout case lots. Refuse acceptance of damaged, unacceptable, or incorrect items. Adhere to food safety and handling policies and procedures across all food-related areas. Organize, clean, and sanitize all refrigerators and freezers, floors, food equipment, and drains. Remove empty pallets, cardboard, and trash and place in proper storage areas.
• 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; protect company assets. Speak to guests and co-workers using clear, appropriate and professional language. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g., small print).

CANDIDATE PROFILE 

Education and Experience

• Previous experience in stock control or stores or a similar position
• Data capturing and stock taking experience
• Ability to work accurately and without supervision
• Proficiency in Microsoft packages essential (Word, Excel, email) essential
• Attention to detail pertaining to area of responsibility
• Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
• Ability to work within a pressurized environment 

CRITICAL WORK ACTIVITIES

• Complete all daily duties as set out in departmental duties and requirements.
• To take full responsibility for Inventory Control in Stores
• Assist cost controller in determining par stock levels for stores as per consumption
• Ensure all requested store requisitions are captured daily.
• Uphold HACCP procedures and ensure good housekeeping
• To communicate between cost control, receiving and stores operations, and ensure strict adherence of stores and inventory procedures

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).

Policies and Procedures

• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• 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.
• Protect the privacy and security of guests and coworkers.
• Perform other reasonable job duties as requested by Supervisors.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

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.
• 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

• Read and visually verify information in a variety of formats (e.g., small print).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.

General Procurement

• Notify manager/supervisor of low stock levels in a timely manner.
• Receive and stage merchandise by department, mark appropriately for placement in facility, and deliver merchandise to appropriate department.
• Complete requisition forms for inventory and supplies.
• Stack received merchandise on pallets or carts.

General Food - Stocking/Receiving

• Date, label, and rotate all items according to company standards.
• Adhere to food safety and handling policies and procedures, such as First In-First Out (FIFO) and Cold Chain compliance, across all food-related departments or areas.
• Maintain the sanitation standards of the food storeroom and walk-ins.
• Identify and remove merchandise that is outdated, distressed, or unacceptable in appearance to ensure quality and freshness.
• Organize and clean all walk-in and reach-in refrigerators and freezers.
• Reduce workplace hazards in storeroom by following safe handling and storage policies and procedures.
• Receive deliveries, store perishables properly, and rotate stock.
• Refuse acceptance of damaged, unacceptable, or incorrect items, track refusal of items, and communicate to appropriate management.
• Inspect deliveries and date times to verify freshness, cleanliness, consistency, and quality throughout case lots.
• Check meats to ensure Cryovac packaging is sealed and unopened.
• Eliminate cross contamination by processing and handling raw and ready-to-eat products separately.
• Check weights of all items as compared to order and billing.
• Handle spills, broken glass, and crushed/jagged metal or aluminum cans to ensure safety.
• Store food following company cooking and storage temperature guidelines.
• Clean and sanitize floors, food equipment, and drains, and dust/wipe down walls, doors, lights, ceiling tiles, vents, and trash cans in accordance with cleaning checklists and schedules.

Forklift/Pallet Jack

• Remove empty pallets, cardboard, and trash and place in proper storage areas.

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POSITION SUMMARY

• The successful incumbent reports to the Director of Event Booking Centre and is responsible for responding to client enquiries relating to leisure group business, including Cruise, Series, Leisure, and Airline groups. This includes handling both telephonic and email enquiries while ensuring service delivery is aligned with Marriott International Policies and Procedures and the service standards of The Westin Cape Town.
• The role operates in a high-pressure environment with a strong focus on accuracy, revenue integrity, and time-sensitive delivery.

Required Experience & Qualifications:

• A recognised qualification in Event Management / Hotel Management preferable
• Minimum two years’ experience in group booking, sales or STO and leirsure 
• Extensive knowledge of sales & catering and hospitality operating systems i.e. Fidelio Opera
• Professional telephone, communication and email etiquette 
• People centric with a strong focus on the Guest experience 
• Ability to work within a pressurized environment
• Professional and pleasant disposition 
• Strong interpersonal skills essential
• Strong organising 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 use Initiative and be proactive and self-motivated
• Proficient in Microsoft Office Package
• 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 as per operational requirements

Key Responsibilities:

• Responds to leisure / series / cruise inquires/ requests within the required 24-hour turnaround time (focusing on managing group blocks for all Cruise, Series, Leisure and Airlines)
• Quoting STO / Cruising Contracted rates as well as Leisure Group rates
• Building group blocks, sending contract addendum and invoices timeously
• Managing the groups status from quoting to confirming groups within the 45 day cancellation period
• Validating rates once the group’s status changes to TE1
• Buidling all airline group blocks and updating the grid as per manifests
• Entering group rooming lists and cross checking them
• Ensuring all billing instructions and routing is updated on all rooms pre arrival
• Sending out group resumes for confirmed groups arriving (minimum 3 days prior to arrival)
• Strong knowledge of hotel product; selling features, benefits
• Adheres to all standards, policies, and procedures.
• Participates in leisure agent site inspections if required 
• Reviews all new leisure blocks created daily to ensure they are correctly built in accordance with company guidelines.

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POSITION SUMMARY

• Patrol all areas of the property; assist guests with room access. Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system. Lock property entrances when required. Conduct daily physical hazard inspections. Respond to accidents, contact EMS or administer first aid/CPR as required. Assist guests/employees during emergency situations. Notify appropriate individuals in the event of accidents, attacks, or other incidents. Defuse guest/employee disturbances. Call for outside assistance if necessary. Complete incident reports to document all Security/Loss Prevention related incidents. Handle all interruptions and complaints. Resolve safety hazard situations. Escort any unwelcome persons from the property without interrupting the orderly flow of property operation. Report to scenes of vehicle accidents/thefts. Call for assistance using proper code responses. Complete a Loss Prevention shift summary/daily activity report. Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals. Conduct investigations and gather evidence. Conduct interviews with relevant parties.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. In addition, some states may have additional licensing/registration requirements to be considered for this position. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Enter and locate work-related information using computers and/or point of sale systems. Move at a speed required to respond to work situations (e.g., run, walk, jog). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

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JOB SUMMARY

• First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. 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 Arrival 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time

CRITICAL TASKS

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
• Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
• Contact appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

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.
• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

Communications

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• 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.

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.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Support all co-workers and treat them with dignity and respect.

Safety and Security

• Complete appropriate safety training and certifications to perform work tasks.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow any local Training requirements & Guidance
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Support all co-workers and treat them with dignity and respect.

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JOB SUMMARY

• Reporting to the Spa Management, the successful candidate will be required to perform and offer guests a wide range of Beauty , Body , Skin Therapy and treatments as well as meet the required retail targets, whilst 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

• Recognised & relevant qualification in Body, Skincare and Beauty Therapy and treatment 
• Qualified in Gel nail therapy application and removal
• At least 2 years’ experience as a therapist in massage techniques, manicures, pedicures, waxing, face and body therapies within a spa & wellness environment
• Professional Disposition 
• Professional telephone and communication etiquette 
• People centric with a strong focus on the Guest experience 
• Proven ability to drive retail targets
• 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 and Public holidays as per operational requirements

CRITICAL WORK ACTIVITIES

• Deliver a variety of spa body treatments, massages, facials and waxing in a safe and comfortable manner.
• Providing nail care services and treatments to clients, including manicures and pedicures and Gel nail therapy.
• Adherence to health and safety as well as COVID protocols within the work environment and at work stations 
• Maintain a neat, clean and well-groomed appearance as per company standards
• Maintain strict hygiene standards as set out by management
• Reach retail and treatment targets as set out by management
• Ensure workstations are kept neat and tidy before and after treatments
• Perform other duties as and when required

Provide Spa/Salon Services

• Monitor and stick to time schedule to stay on schedule throughout the day.
• Escort guests to and from treatment rooms.
• Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
• Check with guest to promote continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
• Provide massage services to guests using props (e.g., rain sticks, hot stones, pregnancy cushions) and/or products (e.g., oils, gels, lotions).
• Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy.
• Offer guests amenities such as water, juice, or heated neck pillows.
• Maintain current licensure in service area by taking continuing education if needed and renewing license before expiration date, where applicable. 
• Keep current with techniques and modalities related to field of work. 
• Maintain current skills and licensure in service area as per regional requirements.
• Arrange workstation, treatment room, and/or drapes to promote guest comfort and safety.
• Check computer or reservation center for updates and changes to schedule regularly throughout the day.
• Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
• Handle inappropriate guest behavior by following Marriott International standard operating procedure for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager.
• Maintain and develop client base. 
• Maintain guest history files on all existing guests and create files for new guests. 
• Review all upcoming appointments and treatments. 
• Demonstrate knowledge of current trends in spa industry.
• Maintain basic Spa knowledge of the following: Spa operating hours, spa menu location, pricing, fees and charges for all spa services that the massage therapist performs, and check-in and check-out procedures. 
• Maintain knowledge of retail brands, services and special promotions available in the Spa.
• Maintain working knowledge of Spa equipment and facilities that the massage therapists typically uses throughout their work shift.
• Promote and sell spa/salon services including retail offerings related to the Spa.

Maintain Spa/Salon Environment

• Set up workstation and/or treatment room with necessary products, equipment, and supplies.
• Clean, maintain, and sterilize tools (e.g. nail implements, hot stones) and equipment (e.g., wax pots, steamers).
• Maintain cleanliness of workstation and/or treatment room throughout shift.
• Secure supplies and equipment at the end of each shift.
• Dispose of trash and dirty linens in the proper area.
• Evaluate equipment to assess proper functioning and report deficiencies.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• 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.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Escort all guests to changing rooms, relaxation, or next appointment.

Safety and Security

• Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Practice universal health care protocol while dealing with guests and co-workers.

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.
• Make sure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
   

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JOB SUMMARY

• Reporting to the Spa Management, the successful candidate will be required manage the front desk / reception area. Perform and offer guests a wide range of Beauty , Body , Skin Therapy and treatments, whilst 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

• Recognised or relevant qualification in Body, Skincare and Beauty Therapy and treatment.
• At least 2 years` experience in a similar role i.e Receptionist within a 4 or 5-star Spa environment 
• At least 2 years’ experience as a therapist. 
• Strong planning and administrative and organizing skills
• Proficient in MS Office and Spa booking systems
• Professional Disposition 
• Professional telephone, communication and email etiquette 
• Problem solving, decision making and conflict resolutions skills
• People centric with a strong focus on the Guest experience 
• 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

• Adherence to Spa opening and closing procedures 
• Ensure the front desk environment is kept neat and tidy at all times
• Oversee arrival and departure of guests, and access control
• Ensure that the standards of service excellence and guest satisfaction are maintained.
• Maintain a neat, clean and well-groomed appearance as per company standards
• Assist with Spa treatments as and when required
• Maintain a float and make a deposit and accurate report of receipts daily
• Control of cash and daily reconciliations 
• Assist in the marketing of the spa, revenue generation as well as retail Spa products as required
• Effectively maintain the booking system
• Assist with Stock checks as and when required
• Report professional stock par levels timeously
• Manage stock levels and administer utilization thereof 
• Liaison with housekeeping team with regards to Spa amenities as required
• Initiate and place amenities orders as and when required
• Complete required administrative tasks
• Assist with efficient booking/upselling 
• Possibly be required to do spa treatments, if operations required to do so.
• Providing nail care services and treatments to clients, including manicures and pedicures and Gel nail therapy
• Adherence to health and safety as well as COVID protocols within the work environment and at work stations 
• Maintain a neat, clean and well-groomed appearance as per company standards
• Maintain a neat, clean and well-groomed appearance as per company standards
• Maintain strict hygiene standards as set out by management
• Ensure workstations are kept neat and tidy before and after treatments 
• Perform other duties as and when required

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• 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.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

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 by Supervisors.

Guest Relations

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

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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., 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.

Check-in/Check-out

• 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.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• 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.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• 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.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Pre-register designated guests and prepare key packets.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Review requests for late check-outs and approve according to occupancy.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

• Confirm reservations and cancellations.

Communications

• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.

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.
• Receive, record, and relay messages accurately, completely, and legibly.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Accept and record wake-up call requests and deliver to appropriate department.

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

Parking

• Communicate parking procedures to guests/visitors.
• Dispatch bell staff or valet staff as needed.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Provide change to guests.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Cash guests' personal checks and traveler's checks.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Finance-Related

• Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.

Maintenance/Security

• Notify Security of any guest reports of theft.