Guest Experience Expert (Front Desk Agent) Protea Hotel Fire & Ice! Johannesburg Melrose Arch

Description

POSITION SUMMARY

Our jobs arent just about giving guests a smooth check-in and check-out. 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.

Process all guest check-ins by confirming reservations assigning room and issuing and activating room key. Process all payment types such as room charges cash checks debit or credit. Process all check-outs including resolving any late and disputed charges. Answer record and process all guest calls messages requests questions or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests / visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests personal checks and travelers checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

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 hands-on 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.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents or other injuries immediately upon occurrence to manager / supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and / or report them to management and security / safety personnel.

Policies and Procedures

Guest Relations

Communication

Working with Others

Quality Assurance / Quality Improvement

Physical Tasks

Check-in / Check-out

Reservations / Blocking Rooms

Communications

Reports / Recordkeeping

Greet / Escort Guests

Guest Services

VIP / Concierge Services

Parking

Cash Handling

Finance-Related

Maintenance / Security

PREFERRED QUALIFICATIONS

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

Related Work Experience : No related work experience.

Supervisory Experience : No 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 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.

Required Experience :

Unclear Seniority

Key Skills

Customer Service,Hotel Experience,Hospitality Experience,Computer Skills,Upselling,Medical office experience,Office Experience,Computer Literacy,Front Desk,Guest Services,Cash Handling,Phone Etiquette

Employment Type : Full-Time

Experience : years

Vacancy : 1