Guest Experince Expert - AYS - Protea Hotel Fire & Ice! Cape Town

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company 
• policies and procedures.
• Comply with quality assurance expectations and standards.

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 
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• 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).
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss 
• Prevention) as necessary to resolve guest call, request, or problem.
• Process food & beverage orders, answer questions on menu selection; record transactions in point-of-sale system, 
• process payment and run cashier reports at end of shift.
• Accept and record wake-up call requests and deliver to appropriate department.
• Log all guest requests, incidents, and adjustments customer relationship management (CRM) system to allow for proper 
• tracking and documentation of guest problems and solution.
• Respond to special requests from guests/residents with unique needs.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, 
• and local areas of interest and activities.
• Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).

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.
• Exchange business related information with other employees using electronic devices (e.g., mobile communication 
• devices, email, and chat).

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Assist other employees to ensure proper coverage and prompt guest service.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).

Communications

• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay 
• calls, and non-registered guest calls.
• Instruct guests on how to access the internet and guest room entertainment features (e.g., streaming video).
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Test communications equipment and ensure it is working properly.

Critical Competencies

Analytical Skills

• Decision-Making
• Computer Skills
• Learning
• Problem Solving

Interpersonal Skills

• Team Work
• Customer Service Orientation
• Diversity Relations
• Interpersonal Skills

Communications

• English Language Proficiency
• Listening
• Writing
• Telephone Etiquette Skills
• Applied Reading

Personal Attributes

• Dependability
• Positive Demeanor
• Presentation
• Integrity
• Safety Orientation
• Adaptability/Flexibility
• Stress Tolerance

Organization

• Multi-Tasking

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.