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.
https://careers.marriott.com/guest-experience-expert-guest-services-agent/job/147459A59F18F6E7968F93D06213BBA1
