Guest Arrival Expert(Driver) Protea Hotel by Marriott OR Tambo Airport

Marriott Hotels Resorts; Johannesburg; On-site; ZAR 600 000 - 750 000; Full time

Job summary

A global hospitality firm in Johannesburg is looking for Guest Arrival Experts to provide exceptional service to guests upon arrival and departure. Candidates should have at least 6 months of experience in a customer-focused role and hold a valid driver's license. This full-time position offers a chance to create memorable experiences for guests with a focus on customer service and teamwork.

Qualifications

• Minimum 6 months work experience in a similar role.
• Valid driver's license required.

Responsibilities

• Actively listen and respond positively to guest questions and requests.
• Arrange transportation for guests and follow up on requests.
• Supply guests with directions and information regarding property amenities.

Skills

Customer Service Orientation

Interpersonal Skills

Problem Solving

Team Work

English Language Proficiency

Education

Higher Education Diploma or equivalent

Job description

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 guests 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 ones 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
• Team Work
• Diversity Relations
• Cultural Awareness

Communications Skills

• 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 work experience in a similar role
• Valid driver's license
• Supervisory Experience: No supervisory experience required

Key Skills

• Inventory Control
• Basic Math
• Paratransit
• Tanker Experience
• Van Driver
• Box Truck Experience
• Commercial Driving
• Commercial Vehicle Experience
• Delivery Driver Experience
• Manual Transmission Experience
• Driving
• Heavy Lifting

Employment Type: Full-Time

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.