Guest Experience Expert (Call Centre Agent)

Westin Hotels & Resorts; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Learning & development opportunities

Hotel discounts on rooms, F&B and spa

Wellbeing and sustainability programs

On Property Café

Medical Aid

Provident Fund

Uniform and Laundry service

Employee Well-being Programme

Staff Transport

Job summary

Westin Cape Town is seeking a Guest Experience Expert to manage high-volume guest calls, provide exceptional service, and support front office duties. The role requires a positive attitude, strong communication, and the ability to work flexible shifts including weekends and public holidays.

Reporting to the Front Office Manager, you will ensure timely responses, accurate messages, and proactive guest relations while maintaining Marriott policies and standards.

Qualifications

• Hospitality qualification preferred
• 1–2 years Call Centre experience within a hotel
• Proficiency in MS Word, Excel, Outlook
• Working knowledge of Opera PMS
• Flexible hours and rostered shifts
• Good telephone etiquette
• Ability to work under pressure
• Self-driven and proactive
• Team player
• Ability to handle high volume workload

Responsibilities

• Answer telephone calls and manage switchboard operations
• Handle guest wake-up calls and messages accurately
• Provide information on room features and local areas
• Assist guests with internet access and basic IT needs
• Log and follow up on guest requests to satisfaction
• Update guest profiles and loyalty information
• Coordinate with Front Office and other departments as required
• Fulfill guest relations and receptionist duties as needed
• Support group and event logistics when required
• Maintain high standards of customer service during peak times

Skills

Customer service

Call center experience

Telephone etiquette

Teamwork

Pressure handling

Education

Hospitality qualification

Tools

Opera PMS

MS Word

MS Excel

Outlook

Job description

Additional Information

Job Number 26101152

Job Category Rooms & Guest Services Operations

Location Convention Square, Cape Town, South Africa, South Africa, 8000VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Position Summary

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

What We Offer

• Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
• Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio
• Wellbeing activities and sustainability initiatives through the Take Care and 360° programs
• On Property Café
• Medical Aid Company
• Provident Fund Company Benefits
• Associate Uniform and Laundry service thereof
• Employee Well-being Programme
• Staff Transport

Required Experience & Qualifications

• A recognized Hospitality qualification would be advantageous
• At least 1- 2 years Call Centre experience within a Hotel environment
• Proficiency in Microsoft packages (MS Word, Excel, Outlook)
• Working Knowledge in Opera PMS
• Available to work flexible working hours and rostered shifts as and when required
• Good telephone etiquette.
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Ability to manage and work with high volume work load
• Attention to detail pertaining to area of responsibility
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends and Public holidays as per operational requirements

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
• Log all guest requests or issues, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• Assist guests with accessing the internet.
• Report accidents, injuries, and unsafe work conditions to manager.
• Answering incoming and internal calls as per brand standard
• Managing Let’s chat requests and follow up
• Check and Prepare staff transport log sheets
• Check stationary orders
• Assist with group preparation when required
• Credit card cancellations
• Update guest’s profiles when needed and as requested
• As a Guest Experience Expert whilst your primary function will serve as a call center agent you will also be required to fulfil a dual function across the Front Office operation, i.e guest relations and receptionist duties as and when operation requires.

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 celebrated.Our 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. At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.