Guest Experience Supervisor - Protea Hotel Fire & Ice! by Marriott Cape Tow

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Ensure adherence to quality standards. Perform other reasonable job duties as requested by Managers.                    

Guest Relations

• Acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response) to resolve issues, delight, and build trust.
• 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.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings
• 
  Check-in/Check-out
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA, Mobile Check In), 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.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• 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.
• Verify and adjust billing for guests.
• Accommodate requests for room changes when possible.
• Assign room according to guest request and preferences whenever possible.
• File guest paperwork or documentation.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in.
• 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.

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.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Answer, record, and process all guest calls, requests, questions, or concerns.

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.

Analytical Skills

• →Problem Solving
• →Decision-Making
• →Computer Skills
• →Learning
• →Arithmetic Computation

Interpersonal Skills

• →Customer Service Orientation
• →Diversity Relations
• →Team Work
• →Interpersonal Skills
• →Influence
• →Negotiating

Communications

• →Listening
• →Communication
• →Writing
• →Telephone Etiquette Skills
• →English Language Proficiency
• →Applied Reading
• →Form, Report, and Log Completion

Personal Attributes

• →Integrity
• →Dependability
• →Positive Demeanor
• →Presentation
• →Stress Tolerance
• →Adaptability/Flexibility
• →Initiative
• →Safety Orientation
• →Self Development
• →Innovation

Organization

• →Multi-Tasking
• →Time Management
• →Detail Orientation
• →Planning and Organizing

Assists Management

• →Resolving Conflict
• →Team Building
• →Coaching and Developing
• →Performance Management
• →Delegating and Directing

Matric

At least 3 years of related work experience

At least 1 year of supervisory experience

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