Guest Experience ExpertNight Auditor Reliever - Protea Hotel Fire Ice by Marriott Pretoria Menlyn

Marriott Hotels Resorts; Pretoria; On-site; ZAR 15 000 - 25 000; Full time

Job summary

An established industry player is seeking Guest Experience Experts who are passionate about creating memorable experiences for guests. In this role, you will take the initiative to deliver exceptional service, ensuring that every guest feels valued and welcomed. Your responsibilities will include addressing guest requests, maintaining a safe workplace, and upholding the highest standards of professionalism. If you thrive in a dynamic environment and enjoy making a difference in guests' lives, this opportunity is perfect for you. Join a team that values diversity and inclusivity, and contribute to a culture of excellence.

Qualifications

• At least 1 year of related work experience required.
• High school diploma or equivalent is preferred.

Responsibilities

• Address guests' service needs in a professional and timely manner.
• Maintain confidentiality of proprietary materials and information.
• Support coworkers and develop positive working relationships.

Skills

Customer Service Orientation

Interpersonal Skills

Communication

Analytical Skills

Detail Orientation

Education

High School Diploma or G.E.D.

Tools

Microsoft Office

Job description

Our jobs arent just about giving guests a smooth checkin and checkout. Instead we want to build and 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 work place following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional. Guest Experience Experts will be on their feet and moving around (stand sit or walk for an extended time) and taking a handson approach to work (move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance). 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

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• 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.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• 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.
• Speak to guests and coworkers using clear appropriate and professional language.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and / or guests with tact respect diplomacy and confidentiality.

Physical Tasks

• Enter and locate workrelated information using computers and / or point of sale systems.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

General Finance and Accounting

• Check figures postings and documents for correct entry mathematical accuracy and proper codes.
• Control and secure cash and cash equivalents for property according to cash handling policy and procedures.
• Record store and / or analyze information using property software.
• Organize secure and maintain all files and records in accordance with document retention and confidentiality policies and procedures.

Documentation / Reporting

• Create and maintain computer and paperbased filing and organization systems for records reports documents etc.

Computers / Software

• Transmit information or documents using a computer.
• Enter and retrieve information contained in computer databases using a keyboard mouse or trackball to update records files reservation and answer inquiries from guests.
• Prepare letters memos and other documents using word processing spreadsheet database or presentation software.

Office Equipment

• Transmit information or documents using mail or facsimile machine.
• Operate standard office equipment other than computers such as telephone typewriter fax photocopier calculator and electronic peripherals.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning
• DecisionMaking

Interpersonal Skills

• Interpersonal Skills
• Team Work
• Customer Service Orientation
• Diversity Relations

Communications

• Communication
• Writing
• Applied Reading

Personal Attributes

• Integrity
• Positive Demeanor
• Presentation
• Initiative
• Stress Tolerance
• Adaptability / Flexibility

Organization

• Detail Orientation
• MultiTasking
• Time Management
• Planning and Organizing

General Administration

• Typing

Computer Software

• Microsoft Office

PREFERRED QUALIFICATIONS

Education : High school diploma or G.E.D. equivalent.

Related Work Experience : At least 1 year of related work experience

Supervisory Experience : No supervisory experience.

License or Certification : None

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.

Key Skills