Guest Experience Expert (Receptionist) Protea Hotel by Marriott Sea Point

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

VIP / Concierge Services

Check-in / Check-out

Cash Handling

Reports / Recordkeeping

Communications

Working with Others

Policies and Procedures

Quality Assurance / Quality Improvement

Safety and Security

CRITICAL COMPETENCIES

Analytical Skills

Interpersonal Skills

Communications

Personal Attributes

Organization

PREFERRED QUALIFICATIONS

Education

Higher Education Diploma or equivalent

Related Work Experience

At least 1 year related 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.

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Key Skills

Entry Level Sales,Hospital management,Corporate Finance,Jni,Lead Generation

Employment Type : Full-Time

Experience : years

Vacancy : 1