Job Description

Additional Information

Job Number

25143050

Job Category

Rooms & Guest Services Operations

Location

The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa, 8000

Schedule

Full Time

Located Remotely?

N

Position Type

Non-Management

JOB SUMMARY

Primary focus 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. Successful candidate would be expected to perform dual functions as and when needed: At your service Agent & Guest Relations.

CANDIDATE PROFILE

Education and Experience

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 Available to work flexible working hours and rostered shifts as and when required

CRITICAL WORK ACTIVITIES

Attend to all guest needs, including but not limited to, registration, check-in and check-out of guest and cashiering. Responsible to maintain a float and adhere to standard operating policies and procedures in relation to deposits and the reporting thereof. Strong and effective communication and problem solving skills / conflict management Excellent Telephone skills and etiquette Quality and customer service driven Attention to detail and efficiency pertaining to area of responsibility Sound financial acumen Maintain a neat , clean and well-groomed appearance as per company standards

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

Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. 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. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 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. Thank guests with genuine appreciation and provide a fond farewell. Assist other employees to ensure proper coverage and prompt guest service. 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. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

Speak to guests and co-workers using clear, appropriate and professional language. 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. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Provide assistance to coworkers, ensuring they understand their tasks. Talk with and listen to other employees to effectively exchange information. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
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. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Stand, sit, or walk for an extended period of time or for an entire work shift. 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.

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 (e.g., Saflok) 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.

Communications

Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

Reports/Recordkeeping

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. Run credit card authorization report and check for discrepancies. Review shift logs/daily memo books and document pertinent information in logbooks. Print contingency lists to have a record of all guests in case of emergency.

Greet/Escort Guests

Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Guest Services

Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Receive, record, and relay messages accurately, completely, and legibly. Answer, record, and process all guest calls, requests, questions, or concerns. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Accept and record wake-up call requests and deliver to appropriate department.

VIP/Concierge Services

Respond to special requests from guests/residents with unique needs.

Parking

Communicate parking procedures to guests/visitors. Dispatch bell staff or valet staff as needed.

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.

Maintenance/Security

Notify Security of any guest reports of theft.

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.

#LI-Onsite


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.

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