Guest Experience Expert_Sa (Switchboard Operator) - Ac Hotel By Marriott Cape Town Waterfront

POSITION SUMMARY 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.
CRITICAL WORK ACTIVITIES
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 guest 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 into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has 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 manager.Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.Follow all company policies and procedures.Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.Speak with others using clear and professional language, and answer telephones using appropriate etiquette.Develop and maintain positive working relationships with others, and support team to reach common goals.Comply with quality assurance expectations and standards.Read and visually verify information in a variety of formats.Education and Experience
A recognized Hospitality qualification would be advantageousCall Centre experience within a Hotel environmentProficiency in Microsoft packages (MS Word, Excel, Outlook)Working Knowledge in Opera PMSAvailable to work flexible working hoursGood telephone etiquette

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