Job Number 24154923Job Category Rooms & Guest Services OperationsLocation The Westin Cape Town, Convention Square, Cape Town, South Africa VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYFunctionAre 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 and in accordance with Marriott Policies and Procedures.What We OfferLearning and development opportunities through online platforms, on-the-job training, and classroom-based courses.Discounts on hotel rooms, food and beverage, and spa in the Marriott International portfolio.Wellbeing activities and sustainability initiatives through the Take Care and 360° programs.On Property Café.Medical Aid Company.Provident Fund Company Benefits.Associate Uniform and Laundry service thereof.Employee Well-being Programme.Staff Transport.Required Experience & QualificationsA recognized Hospitality qualification would be advantageous.At least 1-2 years Call Centre experience within a Hotel environment.Proficiency in Microsoft packages (MS Word, Excel, Outlook).Working Knowledge in Opera PMS.Available to work flexible hours and rostered shifts as required.Good telephone etiquette.Ability to work within a pressurized environment.Ability to use initiative and be proactive and self-driven.Ability to work without supervision and within a team.Ability to manage and work with high volume workload.Attention to detail pertaining to area of responsibility.Required to work rostered shifts and irregular hours as per operational requirements.Flexible working hours as well as available to work weekends and public holidays as per operational requirements.Key ResponsibilitiesComplete all daily duties as set out in departmental duties and requirements.Operate telephone switchboard station in order to answer telephone calls.Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls.Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.Log all guest requests or issues, contact appropriate individuals or departments, and follow up with guests to ensure their requests have been met to their satisfaction.Provide information to guests about room features, property amenities, and local areas of interest.Assist guests with accessing the internet.Report accidents, injuries, and unsafe work conditions to the manager.Answer incoming and internal calls as per brand standard.Manage Let's Chat requests and follow up.Check and prepare staff transport log sheets.Check stationary orders.Assist with group preparation when required.Credit card cancellations.Update guest profiles when needed and as requested.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.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. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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