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Guest Experience Expert (Receptionist)

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Marriott International

Nov 2, 2024

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Hospitality & Retail
  • Cape Town

Requirements

  • 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

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.

FAQs

What is the job title for the position being offered?

The job title is Guest Experience Expert (Receptionist).

Where is the job location?

The job is located at The Westin Cape Town, Convention Square, Cape Town, South Africa.

Is this position management or non-management?

This position is non-management.

What is the schedule for this job?

The schedule for this job is full-time.

What are the required years of experience in the hotel industry for this position?

At least 2-3 years of experience in a Receptionist or Front Desk Agent position within a Hotel environment is required.

Is there a specific software knowledge required for this position?

Yes, working knowledge in Fidelio Opera and proficiency in Microsoft packages are required.

Are there any benefits associated with this job?

Yes, benefits include a market-related salary, learning and development opportunities, discounts on hotel services, medical aid, provident fund benefits, employee well-being programs, and staff transport among others.

What is the primary focus of the Guest Experience Expert role?

The primary focus is on guest interaction, providing excellent customer service, and maintaining the quality and standards of The Westin Cape Town in accordance with Marriott International policies and procedures.

Is there a requirement for professional appearance?

Yes, candidates must maintain a neat, clean, and well-groomed appearance as per company standards.

Are flexible working hours a requirement for this position?

Yes, candidates must be available to work flexible working hours and rostered shifts as required.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.