Guest Experience Expert (Front Desk Agent) - Protea Hotel Fire & Ice! by Marriott® Johannesburg Melrose Arch

Job Summary

Required Qualifications

• •High school diploma or G.E.D. equivalent
• •Must be able to stand, sit, or walk for an extended period of time or for an entire work shift
• •Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• •Must be able to enter and locate work-related information using computers and/or point of sale systems
• •Must be able to read and visually verify information in a variety of formats (e.g., small print)
• •Must be able to speak to guests and co-workers using clear, appropriate and professional language
• •Must be able to 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
• •Must be able to process all payment types such as room charges, cash, checks, debit, or credit
• •Must be able to count bank at end of shift and secure bank
• •Must be able to balance and drop receipts according to Accounting specifications
• •Must be able to obtain manual authorizations and follow all Accounting procedures when computer system is down
• •Must be able to count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change
• •Must be able to ensure uniform, nametags, and personal appearance are clean, hygienic and professional
• •Must be able to follow company and department policies and procedures
• •Must be able to protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
• •Must be able to protect the privacy and security of guests and coworkers
• •Must be able to follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
• •Must be able to maintain awareness of undesirable persons on property premises
• •Must be able to report work related accidents, or other injuries immediately upon occurrence to manager/supervisor
• •Must be able to identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
• •Must be able to 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
• •Must be able to address guests' service needs in a professional, positive, and timely manner
• •Must be able to 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
• •Must be able to assist other employees to ensure proper coverage and prompt guest service
• •Must be able to engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate
• •Must be able to 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)
• •Must be able to thank guests with genuine appreciation and provide a fond farewell
• •Must be able to welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
• •Must be able to stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests
• •Must be able to communicate recommendations in a way that builds excitement and interest among guests and associates
• •Must be able to support all co-workers and treat them with dignity and respect
• •Must be able to develop and maintain positive and productive working relationships with other employees and departments
• •Must be able to handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
• •Must be able to comply with quality assurance expectations and standards
• •Must be able to run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• •Must be able to run credit card authorization report and check for discrepancies
• •Must be able to review shift logs/daily memo books and document pertinent information in logbooks
• •Must be able to print contingency lists to have a record of all guests in case of emergency
• •Must be able to arrange transportation (e.g., taxi, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed
• •Must be able to 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
• •Must be able to follow up with guests to ensure their requests or problems have been met to their satisfaction
• •Must be able to 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
• •Must be able to gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities
• •Must be able to 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
• •Must be able to verify and adjust billing for guests
• •Must be able to sell a room/accommodation to guests without reservations based on availability
• •Must be able to 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
• •Must be able to 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
• •Must be able to secure valid form of payment (e.g., credit card, cash) prior to issuing room key
• •Must be able to keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping
• •Must be able to organize and coordinate check-in/pre-registration procedures for arriving groups
• •Must be able to provide assistance to coworkers, ensuring they understand their tasks