Job Information
Marriott Guest Experience Expert (Receptionist) in Cape Town, South Africa
Job Number 24112534
Job Category Rooms & Guest Services Operations
Location The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Function:
Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service. The Primary focus will be on Guest interaction, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott International Hotels standards, policies and procedures.
What we offer:
Market related salary
Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio
Wellbeing activities and sustainability initiatives through the Take Care and 360° programs
On Property Café
Medical Aid Company
Provident Fund Company Benefits
Associate Uniform and Laundry service thereof
Employee Well-being Programme
Staff Transport
Key duties and responsibilities:
Check-in/Check-out
Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
Assign room according to guest request and preferences whenever possible.
Verify and adjust billing for guests.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Accommodate requests for room changes when possible.
File guest paperwork or documentation.
Pre-register designated guests and prepare key packets.
Ensure rates match market codes and that any exceptions are documented and include an explanation.
Sell a room/accommodation to guests without reservations based on availability.
Communicate to appropriate staff that there are guests that are waiting for an available room.
Review requests for late check-outs and approve according to occupancy.
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Obtain and verify proper tax-exempt information for tax-exempt guests.
Reservations/Blocking Rooms
- Confirm reservations and cancellations
Cash Handling
Process all payment types such as room charges, cash, checks, debit, or credit.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Provide change to guests.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Cash guests' personal checks and traveler's checks.
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Finance-Related
- Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.
Required Experience & Qualifications:
At least 2- 3 years’ experience in a Receptionist / Front Desk Agent position within a Hotel environment
An appropriate recognized qualification would be advantageous
Proficiency in Microsoft packages
Working Knowledge in Fidelio Opera
Professional Disposition
Professional telephone and communication etiquette
People centric with a strong focus on the Guest experience
Ability to work within a pressurized environment
Ability to use Initiative and be proactive and self-driven
Sound financial acumen
Maintain a neat, clean and well-groomed appearance as per company standards
Ability to work without supervision and within a team
Attention to detail pertaining to area of responsibility
Available to work flexible working hours and rostered shifts as and when required
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.