Guest Experience Supervisor - Cape Town at Marriott International

POSITION SUMMARY

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room. Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. 

CANDIDATE PROFILE 

Education and Experience

• A recognised qualification in Hospitality Management
• 2-3 years relevant experience in a similar position within a hotel environment
• Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera 
• Experience in IR management and disciplinary processes 
• Good leadership and interpersonal skills essential
• Ability to work Both Day and Night Shift

CRITICAL TASKS 

• Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. 
• Set up accurate accounts for each guest according to their requirements. 
• Enter Marriott Rewards information. 
• Ensure rates match market codes, document exceptions. 
• Secure payment prior to issuing room key, verify/adjust billing. 
• Compile and review daily reports/logs/contingency lists. 
• Complete cashier and closing reports. 
• Supply guests with directions and property information. 
• Accommodate guest requests, contacting appropriate staff if necessary. 
• Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. 
• Balance and drop receipts. 
• Count and secure bank at beginning and end of shift. 
• Obtain manual authorizations and follow all Accounting procedures. 
• Notify Loss Prevention/Security of any guest reports of theft. 
• Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. 
• Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. 
•  Deal with guests complaints and action
• Ensuring rosters are in accordance with occupancies.
• Administrative duties – payroll input and training.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; 
• complete safety training and certifications; 
• ensure personal appearance is clean and professional; 
• maintain confidentiality of proprietary information; 
• protect company assets. 
• Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. 
• Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. 
• Ensure adherence to quality standards. Enter and locate information using computers/POS systems.

Assists Management 

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. 
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans). 
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. 
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions. 
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. 
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. 
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). 
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood. 
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.