Guest Experience Expert (Night Auditor) - Protea Hotel by Marriott Midrand

Marriott Hotels Resorts; Midrand; On-site; ZAR 90,000 - 120,000; Full time

Job summary

A leading global hospitality company in Midrand is looking for a Guest Experience Expert to enhance guest satisfaction by ensuring smooth check-ins, addressing inquiries, and fostering guest relations. The ideal candidate will have strong customer service skills and at least 2 years of hospitality experience. This full-time role offers a dynamic environment in a high-profile hotel setting.

Qualifications

• 2 years work experience is required.
• No supervisory experience is required.

Responsibilities

• Actively listen and respond positively to guest questions.
• Ensure outstanding guest service and satisfaction.
• Handle check-in and check-out procedures efficiently.

Skills

Customer Service

Hospitality Experience

Guest Relations Experience

Problem Solving

Math

Education

Higher Education Diploma or equivalent

Job description

Description

POSITION SUMMARY

Our jobs arent just about giving guests a smooth check-in and check-out. Instead we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. 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 Experience 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 Experience 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 cab shuttle bus) for guests / residents / visitors and record advance transportation request as needed.

Contact appropriate individual or department (e.g. Guest Arrival 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.

VIP / Concierge Services

Gather summarize and utilize information about the property and the surrounding area amenities including special events and activities.

Respond to guest requests for special arrangements or services (e.g. transportation religious services babysitting dry cleaning entertainment / sporting events shopping) by making arrangements or identifying appropriate providers.

Check-in / Check-out

Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.

Organize and coordinate check-in / pre-registration procedures for arriving groups.

Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.

Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.

Secure valid form of payment (e.g. credit card cash) prior to issuing room key.

Sell a room / accommodation to guests without reservations based on availability.

Verify and adjust billing for guests.

Cash Handling

Process all payment types such as room charges cash checks debit or credit.

Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.

Count bank at end of shift and secure bank.

Balance and drop receipts according to Accounting specifications.

Obtain manual authorizations and follow all Accounting procedures when computer system is down.

Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Follow the requirements and tasks as defined in EMEA Front Desk CashieringSOP.

Comply with the requirements of the Marriott Cashiering Responsibilities / Petty Cash Fundand Cashier Overage / ShortageSOPs.

Reports / Recordkeeping

Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.

Run credit card authorization report and check for discrepancies.

Review shift logs / daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.

Print contingency lists to have a record of all guests in case of emergency.

Communications

Provides assistance to coworkers ensuring they understand their tasks.

Speak to guests and co-workers using clear appropriate and professional language.

Instruct guests on how to access the internet (e.g. dial-up broadband wireless).

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 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

Interpersonal Skills

Team Work

Diversity Relations

Communications

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

2 years work experience is required

Supervisory Experience

No supervisory experience is required

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.

LI-TK1

LI-Onsite

Key Skills

Customer Service,Hotel Experience,Hospitality Experience,Guest Relations Experience,Math,Windows,Facilities Management,Night Audit,Front Desk,Guest Services,Phone Etiquette,Word Processing

Employment Type : Full-Time

Experience : years

Vacancy : 1