Guest Experience Expert (Call Centre Agent)

at  Marriott International Inc

Job Number 24154923
Job Category Rooms & Guest Services Operations
Location The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

REQUIRED EXPERIENCE & QUALIFICATIONS

• A recognized Hospitality qualification would be advantageous
• At least 1- 2 years Call Centre experience within a Hotel environment
• Proficiency in Microsoft packages (MS Word , Excel ,Outlook )
• Working Knowledge in Opera PMS
• Available to work flexible working hours and rostered shifts as and when required
• Good telephone etiquette.
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Ability to manage and work with high volume work load
• Attention to detail pertaining to area of responsibility
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends and Public holidays as per operational requirements

• Complete all daily duties as set out in departmental duties and requirements.
• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
• Log all guest requests or issues, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• Assist guests with accessing the internet.
• Report accidents, injuries, and unsafe work conditions to manager.
• Answering incoming and internal calls as per brand standard
• Managing Let’s chat requests and follow up
• Check and Prepare staff transport log sheets
• Check stationary orders
• Assist with group preparation when required
• Credit card cancellations
• Update guests profiles when needed and as requested
  Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
  At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you