Guest Arrival Expert (Porter) Protea Hotel By Marriott Midrand

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

Job summary

A leading hotel chain in Gauteng is seeking a Guest Arrival Expert who will ensure each guest's arrival and departure experience is memorable. Responsibilities include welcoming guests with a smile, arranging transportation, and addressing guest inquiries. The ideal candidate has strong customer service skills and a Higher Education Diploma. This full-time position offers a chance to be part of an inclusive team.

Qualifications

• No related work experience is required.
• Supervisory experience is not required.

Responsibilities

• Welcome and acknowledge each guest with a smile and friendly greeting.
• Arrange transportation for guests/residents/visitors.
• Assist guests with their requests and needs.
• Support all co-workers with dignity and respect.

Skills

Restaurant Experience

Customer Service

Cleaning Experience

Maintenance

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.

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. Contact 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. 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 caller’s 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.

Key Skills

• Restaurant Experience
• Porter Experience
• Customer Service
• Buffing
• Dealership Experience
• Cleaning Experience
• Detailing
• Manual Transmission Experience
• Maintenance
• Custodial Experience
• Power Tools
• Commercial Cleaning

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 (English Language Proficiency)
• Communication Listening
• Applied Reading, Writing
• 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: No related work experience is required
• Supervisory Experience: No supervisory experience is required

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive people‑first culture. We are committed to non‑discrimination on any protected basis such as disability, veteran status, or any other basis covered under applicable law.

Employment Type: Full‑Time. Experience: years. Vacancy: 1.