Guest Experience Expert

Marriott Hotels Resorts; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading international hotel chain in Cape Town is seeking a Guest Experience Expert to maintain high standards of guest service and satisfaction. The role involves direct interaction with guests, administration support, and collaborating with various departments. The ideal candidate has a minimum of two years' experience in a hotel environment, strong leadership, communication, and problem-solving skills, and is familiar with Opera and Microsoft Office. The company values diversity and encourages a supportive work environment.

Qualifications

• Minimum of two years' experience in a similar position within a hotel environment.
• Extensive knowledge of Cape Town tours and best restaurants.
• Ability to work within a pressurized environment.

Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Ensure standards of service excellence and guest satisfaction are maintained.
• Handle and resolve guest complaints to their satisfaction.

Skills

Leadership skills

Interpersonal skills

Problem solving

Communication skills

Planning and organizing

Customer service orientation

Education

Recognised qualification

Tools

Opera

Microsoft Office

Job description

POSITION SUMMARY

Function

Reporting directly to the Guest Services Duty Manager, the successful incumbent is expected to provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.

Required Experience & Qualifications

• An appropriate recognised qualification would be advantageous
• A minimum of two years’ experience in a similar position within a Hotel environment
• Computer literate & extensive knowledge of Opera and Microsoft Office Package
• Professional and pleasant disposition
• Strong leadership and interpersonal skills essential
• Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
• Strong and effective communication, problem solving and decision making skills at all levels essential
• Opera systems knowledge
• Ability to work within a pressurized environment
• Extensive knowledge about Cape Town tours and best restaurants
• Quality and customer service driven
• Ability to use Initiative and be proactive and self-motivated
• Foreign language speaking candidate would be advantageous

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Be flexible within Front of House operations to complete additional tasks as and where directed by the Front of House Management team.
• Ensure that the standards of service excellence and guest satisfaction are maintained.
• Lobby duty – interacting and rooming guests
• Perform an efficient administrative support function as and when required
• Ensure that every guest complaint is handled and solved to the satisfaction of the guest.
• Ensure that the standards of service excellence and guest satisfaction are met and maintained.
• Anticipate the needs of a guest and focus on attention to detail. Recognize every guest as an individual, treating them with warmth and taking every opportunity to make a positive impression.
• Liaise with other departments and associates to ensure the smooth running of Guest Services to ensure strong collaboration between Operations Teams.
• As a Guest Experience Expert whilst your primary function will serve as guest relations you will also be required to fulfil a dual function across the Front Office operation, i.e switchboard 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.

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