Guest Experience Expert (Front Desk Agent) - Johannesburg Marriott Hotel Melrose Arch

POSITION SUMMARY
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
Safety and Security
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Guest Relations
• 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.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• 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).
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.
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.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
• Comply with quality assurance expectations and standards.
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.
• Read and visually verify information in a variety of formats (e.g., small print).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
Check-in/Check-out
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.
Communications
• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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.
Reports/Recordkeeping
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.
Guest Services
• Arrange transportation (e.g., taxi, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Cash Handling
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Policies and Procedures
• Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.
VIP/Concierge Services
• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None

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.
Preference will be given to South African nationals in line with government employment policies.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.