Guest Experience Supervisor (Front Office Supervisor) - Protea Hotel Fire & Ice Cape Town

Marriott Hotels Resorts; Cape Town; On-site; ZAR 120 000 - 150 000; Full time

Job summary

A leading hotel brand in Cape Town seeks a Guest Experience Supervisor to oversee front office operations. Responsibilities include managing guest check-ins, ensuring guest satisfaction, and training staff. Ideal candidates should possess at least one year of supervisory experience and a high school diploma. This full-time role offers an opportunity to work in a dynamic environment focused on exceptional guest services.

Qualifications

• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Responsibilities

• Process all guest check-ins and payments.
• Assist management in training and motivating employees.
• Ensure adherence to quality and safety standards.
• Provide directions and property information to guests.

Skills

Guest service excellence

Team leadership

Problem-solving

Attention to detail

Education

High school diploma or G.E.D. equivalent

Job description

Guest Experience Supervisor (Front Office Supervisor) - Protea Hotel Fire & Ice Cape Town

Cape Town, South Africa

Job Description

POSITION SUMMARY

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

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

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

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

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.

About the Team

Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.

Job Info

• Job Identification 25183805
• Job Category Rooms & Guest Services Operations
• Posting Date 12/15/2025, 12:03 PM
• Apply Before 01/03/2026, 12:03 PM
• Job Schedule Full time
• Locations 64 New Church Street, Cape Town, 8018, ZA