Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
CRITICAL TASKS
Policies and Procedures
Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of guests and coworkers.
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.
Perform other reasonable job duties as requested by Supervisors.
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 (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
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.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
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.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Talk with and listen to other employees to effectively exchange information.
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.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Physical Tasks
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.
General Finance and Accounting
Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
Control and secure cash and cash equivalents for property according to cash handling policy and procedures.
Record, store, and/or analyze information using property software.
Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.
Documentation/Reporting
Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Computers/Software
Transmit information or documents using a computer.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Office Equipment
Transmit information or documents using mail, or facsimile machine.
Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
CRITICAL COMPETENCIES
Analytical Skills
Computer Skills
Learning
Decision-Making
Interpersonal Skills
Interpersonal Skills
Team Work
Customer Service Orientation
Diversity Relations
Communications
Telephone Etiquette Skills
English Language Proficiency
Communication
Writing
Listening
Applied Reading
Personal Attributes
Integrity
Dependability
Positive Demeanor
Presentation
Initiative
Stress Tolerance
Adaptability/Flexibility
Organization
Detail Orientation
Multi-Tasking
Time Management
Planning and Organizing
General Administration
Typing
Computer Software
Microsoft Office
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience
Supervisory Experience: No supervisory experience.
License or Certification: None
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.
Guest Experience Expert/Night Auditor Reliever - Protea Hotel Fire & Ice! by Marriott® Pretoria Menlyn