POSITION SUMMARY Function Are you ready to grow your dream career!! Join our amazing team and help deliver unforgettable cuisines and create memorable experiences. We are recruiting for a fun, energetic, innovative, and enthusiastic Guest Experience Expert with a positive attitude. Reporting to the Front Office Manager, the successful incumbent is required to provide professional and excellent customer service by attending to all telephone calls timeously for both internal and external guests as well as to provide and maintain the quality and standards of The Westin Cape Town in accordance with Marriott Policies and Procedures.
What We offer Market-related salaryLearning and development opportunities through online platforms, on-the-job training, and classroom-based coursesDiscounts on hotel rooms, food and beverage, and spa in Marriott International portfolioWellbeing activities and sustainability initiatives through the Take Care and 360° programsOn-Property CaféMedical Aid CompanyProvident Fund Company BenefitsAssociate Uniform and Laundry serviceEmployee Well-being ProgrammeStaff TransportRequired Experience & Qualifications A recognized Hospitality qualification would be advantageousAt least 1-2 years Call Centre experience within a Hotel environmentProficiency in Microsoft packages (MS Word, Excel, Outlook)Working Knowledge in Opera PMSAvailable to work flexible working hours and rostered shifts as and when requiredGood telephone etiquetteAbility to work within a pressurized environmentAbility to use Initiative and be proactive and self-drivenAbility to work without supervision and within a teamAbility to manage and work with high volume workloadAttention to detail pertaining to the area of responsibilityRequired to work rostered shifts and irregular hours as per operational requirementsFlexible working hours as well as available to work weekends and Public holidays as per operational requirementsKey Responsibilities Complete all daily duties as set out in departmental duties and requirementsOperate telephone switchboard station to answer telephone callsProcess guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone callsAdvise guests of any messages (e.g., voicemail, mail, faxes) received for them and send to the room if requiredAnswer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legiblyLog all guest requests or issues, contact the appropriate individual or department, and follow up with the guest to ensure their request has been met to their satisfactionProvide information to guests about room features, property amenities, and local areas of interestAssist guests with accessing the internetReport accidents, injuries, and unsafe work conditions to the managerAnswering incoming and internal calls as per brand standardManaging Let's chat requests and follow upCheck and Prepare staff transport log sheetsCheck stationary ordersAssist with group preparation when requiredCredit card cancellationsUpdate guest profiles when needed and as requested
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