Guest Experience Expert/Receptionist - Protea Hotel Fire & Ice! by Marriott at TOWNEPLACE SUITES BY MARRIOTT SAN DIEGO AIRPORT LIBERTY STATION

Pretoria, Gauteng, South Africa -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

0.0

Posted On

19 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Interpersonal Skills, Telephone Etiquette, Microsoft Office, Time Management, Multi-Tasking, Communication, Detail Orientation, Problem Solving, Administrative Support, Guest Relations, English Proficiency

Industry

Hospitality

Description

POSITION SUMMARY Our jobs aren’t 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. 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. CRITICAL TASKS Policies and Procedures * Maintain confidentiality of proprietary materials and information. * Protect the privacy and security of guests and coworkers. * Follow company and department policies and procedures. * Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. * Perform other reasonable job duties as requested by Supervisors. Guest Relations * Address guests' service needs in a professional, positive, and timely manner. * Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. * Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. * 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. * Thank guests with genuine appreciation and provide a fond farewell. * Assist other employees to ensure proper coverage and prompt guest service. Communication * Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. * Speak to guests and co-workers using clear, appropriate and professional language. * Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. * Talk with and listen to other employees to effectively exchange information. Working with Others * Support all co-workers and treat them with dignity and respect. * Develop and maintain positive and productive working relationships with other employees and departments. * Partner with and assist others to promote an environment of teamwork and achieve common goals. * Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Physical Tasks * Enter and locate work-related information using computers and/or point of sale systems. * Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Documentation/Reporting * Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Computers/Software * Transmit information or documents using a computer. * Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests. * Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Office Equipment * Transmit information or documents using mail, or facsimile machine. * Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals. CRITICAL COMPETENCIES Analytical Skills * Computer Skills * Learning Interpersonal Skills * Interpersonal Skills * Team Work * Customer Service Orientation * Diversity Relations Communications * Telephone Etiquette Skills * English Language Proficiency * Communication * Writing * Listening * Applied Reading Personal Attributes * Integrity * Dependability * Positive Demeanor * Presentation * Initiative * Stress Tolerance * Adaptability/Flexibility Organization * Detail Orientation * Multi-Tasking * Time Management * Planning and Organizing General Administration * Typing Computer Software * Microsoft Office PREFERRED QUALIFICATIONS Education: High school diploma or G.E.D. equivalent. Related Work Experience: At least 1 year of 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 celebrated. Our 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. Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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Responsibilities

Deliver a memorable guest experience by managing check-ins, check-outs, and various guest requests. Handle administrative tasks including reporting, telephone communications, and maintaining professional standards of service.