Guest Services Duty Manager The Westin Cape Town, Convention Square, Cape Town at Marriott International

Required Experience & Qualifications

• Relevant Hospitality qualification or equivalent 
• Minimum 3 years’ experience working in hotel and/ or similar position.
• Minimum 2 years’ management experience within a similar role.
• Systems Required – OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
• Guest Centric Approach 
• Professional and pleasant disposition
• Strong leadership and interpersonal skills essential.
• Strong planning and organizing skills to meet deadlines with regards to operational requirements 
• Strong and effective communication, problem solving and decision making skills at all levels essential
• Proven excellent and conflict management skills 
• Strong administration skills – payroll input, staff rostering, training
• Ability to work within a pressurized environment
• Quality and customer service driven
• Ability to use Initiative and be proactive and self-motivated
• Ensure that the standards of service excellence and guest satisfaction are met and maintained
• Attention to detail pertaining to area of responsibility
• Maintain a neat, clean and well-groomed appearance as per company standards
• Experience in IR management and disciplinary processes
• Ability to work without supervision and within a team
• Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros, Opera

Key Responsibilities

• Ensure that the standards of service excellence and guest satisfaction are met and maintained.
• Effective planning, assigning and delegations of tasks to meet deadlines. 
• IR management - ensure disciplinary processes are carried out and adhered to 
• Effective communication, problem solving, decision making and conflict management 
• Ensure that the standards of service excellence and guest satisfaction are maintained 
• Ensure that every guest complaint is handled and solved to the satisfaction of the guest 
• Actively champion and oversee all Marriott related issues to both staff and guests. 
• Supply and co-ordinate training to all Front of House staff. 
• Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams 
• Elevate Guest Services team to executional excellence 
• Review Guest Voice scores related to guest experience and assist HR trainer with regards to  implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.
• Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them. 
• Review Guest Voice scores related to guest experience and assist HR trainer with regards to  implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.
• Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
• Perform other reasonable duties as and when requested.