Guest Experience Supervisor Protea Hotel by Marriott Midrand

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 Bonvoy 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. Ensure adherence to quality standards. Perform other reasonable job duties as requested by Managers.

CRITICAL TASKS

Guest Relations

• Acknowledge every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response) to resolve issues delight and build trust.
• 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.
• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay property services and area attractions / offerings

Check-in / Check-out

Guest Services

Greet / Escort Guests

At Your Service / Delighted to Serve

VIP / Concierge Services

Cash Handling

Reports / Recordkeeping

Communication

Assists Management

Maintenance / Security

Working with Others

Policies and Procedures

Quality Assurance / Quality Improvement

Safety and Security

CRITICAL COMPETENCIES

Analytical Skills

Interpersonal Skills

Communications

Personal Attributes

Organization

Assists Management

PREFERRED QUALIFICATIONS

Education

Higher Education Diploma or equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

At least 1 year of supervisory experience

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

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Required Experience :

Manager

Key Skills

Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance

Employment Type : Full-Time

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1