Guest Experience Champion

Protea Hotels by Marriott®; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Protea Hotels by Marriott® is seeking a friendly Front Desk/Guest Services Associate to answer and route guest inquiries via phone, email, chat, and mobile devices. You will operate the switchboard, coordinate wake-up calls, relay messages, and assist guests with information on room features and local attractions.

The role requires 1–2 years in hotel call centre experience, proficiency in MS Word/Excel/Outlook, and working knowledge of Opera PMS.

Qualifications

• 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.
• Good telephone etiquette.

Responsibilities

• Answer, record, and process all guest requests via telephone, email, chat, and mobile devices.
• Operate telephone switchboard and manage wake-up calls and call routing.
• Provide information on room features, amenities, and local attractions.
• Process food & beverage orders and record transactions in the POS system.
• Assist guests with internet access and guestroom entertainment.
• Maintain professional appearance and adhere to company policies.

Skills

Call centre experience

Telephone etiquette

Flexible working hours

Guest service

Microsoft packages

Education

Hospitality qualification (advantage)

Tools

Opera PMS

MS Word

MS Excel

MS Outlook

Job description

Protea Hotels by Marriott® is seeking a friendly Front Desk/Guest Services Associate to answer and route guest inquiries via phone, email, chat, and mobile devices. You will operate the switchboard, coordinate wake-up calls, relay messages, and assist guests with information on room features and local attractions.

The role requires 1–2 years in hotel call centre experience, proficiency in MS Word/Excel/Outlook, and working knowledge of Opera PMS.