Jobs at Marriott International

POSITION SUMMARY

Function:

• Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service. The Primary focus will be on Guest interaction, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott International Hotels standards, policies and procedures.

What we offer: 

• Market related salary
• 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

Key duties and responsibilities:

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 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

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.
   

Required Experience & Qualifications:

• At least 2- 3 years’ experience in a Receptionist / Front Desk Agent position within a Hotel environment
• An appropriate recognized qualification would be advantageous
• Proficiency in Microsoft packages 
• Working Knowledge in Fidelio Opera
• Professional Disposition 
• Professional telephone and communication etiquette 
• 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
• Sound financial acumen
• Maintain a neat, clean and well-groomed appearance as per company standards
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Available to work flexible working hours and rostered shifts as and when required

go to method of application »

POSITION SUMMARY

• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes. Organize, secure, and maintain all files, records, cash and cash equivalents in accordance with policies and procedures. Record, store, access, and/or analyze computerized financial information. Maintain accurate electronic spreadsheets for financial and accounting data. Classify, code, and summarize numerical and financial data to compile and keep financial records, using journals, ledgers, and/or computers. Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables. Complete period-end closing procedures and reports as specified. Prepare, review, reconcile, and issue bills, invoices, and account statements according to company procedures.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Address guests' service needs in a professional, positive, and timely manner. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones and emails using appropriate etiquette. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education:                            

• High school diploma or G.E.D. equivalent.
•  A finance related qualification will be advantageous.

Related Work Experience:      

• At least 1 year of related work experience.

Supervisory Experience:        

• No supervisory experience.

go to method of application »

POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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 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 Experience Experts – to get it right for our guests and our business each and every time.               

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 cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, 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.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• 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.
• 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.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

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.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
• Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

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

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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 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.

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking 
• Time Management

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• 1 year experience

go to method of application »

JOB SUMMARY

• Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; no work experience required.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Understanding Markets & Maximizing Revenue

• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales and Convention Services to process rooming lists and reservation cards.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Assists with monitoring accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.

Providing Exceptional Customer Service

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Sets a positive example for guest relations.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures.

Managing and Conducting Human Resource Activities

• Monitors reservations sales agents while on phone calls.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.
• Creates monthly labor scheduling for team.

Additional Responsibilities

• Utilizes applicable intranet for resources and information.
• Creates contracts as required.

go to method of application »

POSITION 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.

CRITICAL COMPETENCIES

• Analytical Skills
• Learning
• Decision-Making
• Problem Solving
• Computer Skills
• Basic Mathematics
• Interpersonal Skills
• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations
• Cultural Awareness 
• Communications
• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing
• Personal Attributes
• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative
• Organization
• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• Minimum 6 months experience in a similar role

Supervisory Experience

go to method of application »

POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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 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 Experience Experts – to get it right for our guests and our business each and every time.                     

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 cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, 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.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• 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.
• 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.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

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.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
• Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

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

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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 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.

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking 
• Time Management

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• 1 year experience

go to method of application »

POSITION SUMMARY

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

• Market related salary
• 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 guests profiles when needed and as requested

go to method of application »

JOB SUMMARY

• Accountable for overall success of the daily kitchen operations.  Exhibits culinary talents by personally performing tasks while leading the staff and managing all food related functions.  Works to continually improve guest and employee satisfaction while maintaining the operating budget. Supervises all kitchen areas to ensure a consistent, high quality product is produced.  Responsible for guiding and developing staff including direct reports. Must ensure sanitation and food standards are achieved. 

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 4 years experience in the culinary, food and beverage, or related professional area.

OR

• 2-year degree from an accredited university in Culinary Arts, Hotel and Restaurant Management, or related major; 2 years experience in the culinary, food and beverage, or related professional area.

CORE WORK ACTIVITIES

Ensuring Culinary Standards and Responsibilities are Met

• Prepares and cooks foods of all types, either on a regular basis or for special guests or functions.
• Reviews and adjust systems and procedures in the kitchen to ensure their effectiveness. 
• Develops, designs, or creates new menus and recipes based on standards or artistic contributions.
• Demonstrates knowledge of high quality food products, presentations and flavor.
• Ensures compliance with food handling and sanitation standards.
• Ensures compliance with all applicable laws and regulations.
• Follows proper handling and right temperature of all food products.
• Knows and implements brand’s Safety Standards.
• Supervises kitchen shift operations and ensures compliance with all Food & Beverage policies, standards and procedures.
• Maintains purchasing, receiving and food storage standards.
• Operates and maintains all department equipment and reports malfunctions.
• Supports procedures for food & beverage portion and waste controls.
• Develop and implement environmentally friendly processes and procedures for food preparation, energy use and waste management in the restaurant.
• Checks the quality of raw and cooked food products to ensure that standards are met.
• Assists in determining how food should be presented and creates decorative food displays.

Leading Culinary Team

• Supervises and coordinates activities of cooks and workers engaged in food preparation.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Ensures and maintains the productivity level of employees.
• Ensures that menu items are prepared and presented according to use record standards.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Estimates daily production needs on a weekly basis and communicates production needs to kitchen personnel daily.
• Leads shifts while personally preparing food items and executing requests based on required specifications.

Maintaining Culinary Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Schedules employees to business demands and tracks employee time and attendance.
• Understands the impact of departments operation on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
• Orders employee uniforms according to budget and ensures uniforms are properly inventoried and maintained.
• Reviews staffing levels to ensure that guest service, operational and financial objectives are met.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Sets a positive example for guest relations.
• Handles guest problems and complaints.
• Strives to improve service performance.
• Helps employees receive on-going training to understand guest expectations.

Managing and Conducting Human Resource Activities 

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Assists as needed in the interviewing and hiring of employee team members with appropriate skills.
• Participates in the employee performance appraisal process, providing feedback as needed.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Participates in training the Restaurant and Catering staff on menu items including ingredients, preparation methods and unique tastes.

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Attends and participates in all pertinent meetings.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Basic Cookery - Knowledge of procedures and techniques for mixing, thawing, baking, and cooking, measurement tools, recipe execution (expanding and condensing as necessary), and methods for innovative preparation and presentation.
• Food Production and Presentation - Knowledge of techniques and equipment for preparing and presenting food products (both plant and animal) for consumption, including storage/handling techniques and sanitation standards.
• Cooking - Ability to prepare and present meals utilizing culinary principles, standards, techniques and equipment (e.g., grilling, sautéing, broiling, baking, using decorative food displays, following recipes).
• Food Storage and Rotation - Knowledge of procedures and temperatures for storing and rotating food stock in coolers, refrigerators, freezers, dry storage, etc. to maintain freshness ("First In, First Out").  This includes preparing, labeling, dating, rotating, and pulling perishable foods and drinks in accordance with storage guidelines; identifying food products that do not meet company or compliance standards; and knowledge of policies and procedures for discarding food items or products.
• Food Handling - Knowledge of basic food handling policies and procedures, as well as the procedures for assisting cooks in serving or preparing food.
• Kitchen Maintenance - Knowledge of general maintenance procedures and standards of cleanliness for the food storage and preparation areas.
• Kitchen Tools and Equipment - The ability to use and store kitchen tools (e.g., cutting tools, knives, tongs, slicers, spatulas) and ability to use kitchen equipment (e.g., grills, ovens, steam tables, deep fryers, kettles) properly and safely.
• Cleaning the Kitchen - The ability to properly and safely clean and maintain kitchen floors, walls, and ceilings, including meal wall guards, overhead fans and hoods, and floor drains.  This includes correctly choosing and applying appropriate chemicals and/or products. This includes knowing the right equipment to use for each job.
• Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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POSITION SUMMARY

• Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
• Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; 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; thank guests with genuine appreciation. 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. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. 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 by Supervisors.

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

• 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) 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• 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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• 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.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Describe room accommodations and benefit feature sale amenities to guests.
• Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
• Identify repeat guests using appropriate codes.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.

Reservation Processing

• Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Verify availability of room type, rate, and occupancy before confirming any reservations.
• Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Document information for manual reservations on designated forms and enter information into the reservation system.

Inventory/Rooms Control

• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
• Oversee accuracy of room blocks and reservations.
• Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA).
• Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.

Reservation Billing

• Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies.

Reservation Training

• Communicate and instill company values and/or culture to new employees.
• Review and implement new Reservations procedures.

Guest Relations

• Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue.
• Follow proper escalation procedures when addressing guest concerns.

Analytical Skills

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

Interpersonal Skills

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

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Form, Report, and Log Completion
• Writing

Personal Attributes

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

Organization

• Detail Orientation
• Time Management
• Multi-Tasking
• Planning and Organizing

Reservations

• Reservation Policy
• Reservation Procedures
• Reservation Software

Sales

• Typing
• Diligence

Education

• High school diploma/G.E.D. equivalent
• Related Work Experience
• At least 2 years of related work experience
• At least 1 year of supervisory experience

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POSITION SUMMARY

• Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our Guest Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the Guest Service 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, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Service Experts will be on their feet and moving around (stand, sit, or walk for an extended time; moving over sloping, uneven, or slippery surfaces), managing the menu (read and visually verify information), and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and 50 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Service Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education:

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

Related Work Experience:

• Less than 1 year related work experience.

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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

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POSITION SUMMARY

• Our Heart of House Specialists play an important role in support of a number of vital hotel functions. At our hotels these associates may work across departments (e.g., kitchen, food and beverage) to support cleaning needs. Whether preparing fresh clean linen and spotless dining ware for guests to enjoy, operating and maintaining cleaning equipment and tools (e.g., dish washing machines, hand wash stations), or transporting dishware across the hotel, these associates do whatever it takes to get the job done. 
• 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, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. Perform other reasonable job duties as requested by Supervisors.

General Kitchen

• 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.
• Report maintenance issues immediately to appropriate personnel (i.e., management or maintenance).
• Receive deliveries, store perishables properly, and rotate stock. 

Dishwashing Activities

• Ensure clean wares are stored in appropriate areas.
• Clean the dishwashing machine, including removing trash and spraying the inside of the machine, cleaning and unclogging the spray arms and jets, cleaning the outer surfaces of the machine and troubleshoot dishwasher malfunctions as required.
• Use detergent, rinsing, and sanitizing chemicals in the 3-compartment sink at the appropriate levels to clean dishes, ensuring the chlorine levels are between 50 and 100 parts per million and that the water temperature is sufficiently hot.
• Ensure water temperature, and chemical levels are appropriate to run the dishwashing machine, and complete proper documentation.
• Rack dirty items (silverware, plate ware, etc.).
• Sort silverware with eating surfaces facing up into separate cylinders and wash/re-wash.
• Inspect, pull, and stack cleaned items, send soiled items back for re-scrubbing and re-washing.
• Spray all racked items with hot water to loosen and remove food residue.
• Breakdown dirty bus tubs

Maintenance, Sanitation, and Cleaning Activities

• Follow and ensure compliance with sanitation and cleaning procedures and pest control guidelines, reporting pest control issues to appropriate personnel.
• Empty trashcans, ensuring each can is clean, relined, and covered, and maintain dumpster area.
• Wash and disinfect kitchen and linen store room areas, tools, utensils and equipment.
• Clean and mop all areas in assigned departments (e.g., sink area, shelves and counters, tops of chemical bottles, outside of the dish machine, dish room door and walls, bus carts).
• Clean and maintain sanitation areas and organize cleaning supplies including hanging up mops and brooms.
• Organize cleaning chemicals and supplies and ensure they are stored appropriately and kept separate from food products.
• Keep hand wash stations maintained (for example, supplied with soap, towels, step-on trashcan, gloves, and proper signage) and fully functional.
• Ensure proper and safe handling and storage of equipment, returning equipment to appropriate location.

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.
• Exchange information with other employees using electronic devices (e.g., earpieces, two-way radios, email, DECT Phones).

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.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• 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 further local Training requirements & Guidance. 
• 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.

Policies and Procedures

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

Interpersonal Skills

• Teamwork
• Diversity Relations

Personal Attributes

• Safety Orientation
• Dependability

PREFERRED QUALIFICATIONS

• No Higher Education / No Diploma 

Related Work Experience

• No related work experience is required

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POSITION SUMMARY

• Our jobs aren’t just about giving guests a clean room and a freshly made bed. Instead, we want to build an experience that is memorable and unique. Our Hotel Cleanliness Experts are skilled in a wide range of housekeeping functions with responsibility for maintaining the appearance and cleanliness of the whole hotel. They are empowered to move about their space and do what needs to be done. Whether delivering guest requests, stocking carts, cleaning rooms and public spaces, or other similar responsibilities, the Hotel Cleanliness Expert makes sure the spaces in the hotel help create a great guest experience.
• No matter what position you are in, there are a few things that are critical to success – ensuring a safe workplace, following company policies and procedures, maintaining confidentiality, 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 Hotel Cleanliness Experts – to get it right for our guests and our business each and every time.    

CRITICAL TASKS

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.
• Anticipate and address 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.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

Housekeeping Protocol

• Contact Engineering, At Your Service (AYS)/ Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs and preventative maintenance issues.
• Respond promptly to requests from guests, Front Desk, or At Your Service requests.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
• Fill cart with supplies (e.g., chemicals, rags, linens, amenities) as needed.
• Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main Linen Room, Housekeeping manager/supervisor, or Front Desk.
• Comply with quality assurance expectations and standards.
• Return cart to designated area at the end of shift.
• Clean and organize items stored in laundry room, supply/storage closets, linen room, and/or uniform room.
• Fold cleaned linen into designated size, either by hand or using folding machine.
• Post caution signs (e.g., wet floor signs) to limit traffic when necessary.
• Perform other reasonable duties as requested.

Guest Rooms, Villas, and Suites

• Check that all appliances are present in the room and in working order (e.g., hair dryer, TV, remote, microwave).
• Clean bathrooms, including bathtub/hot tub/shower, toilet, floor, sink, and mirror.
• Dust, polish, and remove marks from walls and furnishings (e.g., appliances, furniture, ice bucket, honor bar, baseboards, ledges, entrance door).
• Enter guest rooms following procedures for gaining access, such as knocking three times, saying “Housekeeping,” and ensuring vacancy before entering.
• Limit access to guest rooms while cleaning by following departmental procedures.
• Remove trash, dirty linen, and room service items from room and balcony/patio.
• Replace dirty linens (e.g., sheets, pillow cases) and terry (e.g., towels, bathrobes) with clean items, following correct bed making and folding standards.
• Replace guest amenities and supplies in rooms, such as toiletries, glasses, mugs, linens, towels, tissues, coffee, printed materials, and laundry bags according to standards.
• Report missing hotel/resort property and damages to room to manager/supervisor.

Public and Employee Spaces

• Clean public and employee restrooms and showers, including stocking bathroom with adequate paper goods and soap, cleaning all surfaces, and emptying trash.
• Clean glass (e.g., windows, mirrors) in public and employee areas by removing dust, spots, and smears.
• Clean floor surfaces in public or employee space using designated chemicals, supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor, shampoo machine, stain remover).
• Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, public or house phones, fire extinguisher boxes, exit signs, and air vents.
• Empty trash containers, ashtrays, and ash urns in public areas into proper containers for recycling or disposal.
• Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
• Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting burnt-out bulbs.

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.

Policies and Procedures

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• 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.

CRITICAL COMPETENCIES

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Diversity Relations

Personal Attributes

• Safety Orientation
• Presentation
• Dependability
• Integrity
• Positive Demeanor

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

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POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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 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 Experience Experts – to get it right for our guests and our business each and every time.                       

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 cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, 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.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• 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.
• 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.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

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.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
• Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

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

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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 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.

Analytical Skills

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

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

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

Organization

• Multi-Tasking 
• Time Management

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• 1 year experience