At Your Service Supervisor - The Cape Town EDITION Hotel (Pre-opening)

Job description

POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Communicate parking procedures to guests/visitors.

Assist management in training, motivating, and coaching employees; and serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; and maintain awareness of undesirable persons on property premises. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. 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; stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

 

Safety and Security

·  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
·  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Maintain awareness of undesirable persons on property premises.

Policies and Procedures

·  Follow company and department policies and procedures.
·  Protect the privacy and security of guests and coworkers.
·  Maintain confidentiality of proprietary materials and information.
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.
·  Comply with quality assurance expectations and standards.

Guest Relations

·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  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.
·  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.
·  Address guests' service needs in a professional, positive, and timely manner.
·  Assist other employees to ensure proper coverage and prompt guest service.
·  Thank guests with genuine appreciation and provide a fond farewell.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  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).
·  Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
·  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
·  Process food & beverage orders, answer questions on menu selection; record transactions in point-of-sale system, process payment and run cashier reports at end of shift.

Communication

·  Speak to guests and co-workers using clear, appropriate and professional language.
·  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.
·  Talk with and listen to other employees to effectively exchange information.
·  Exchange business related information with other employees using electronic devices (e.g., mobile communication devices, email, and chat).
·  Provide assistance to coworkers, ensuring they understand their tasks.

Assists Management

·  Coordinate tasks and work with other departments to ensure that the department runs efficiently.
·  Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
·  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.

Working with Others

·  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.
·  Partner with and assist others to promote an environment of teamwork and achieve common goals.
·  Support all co-workers and treat them with dignity and respect.
·  Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Physical Tasks

·  Enter and locate work-related information using computers and/or point of sale systems.
·  Stand, sit, or walk for an extended period of time or for an entire work shift.
·  Read and visually verify information in a variety of formats (e.g., small print).
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Communications

·  Operate telephone switchboard station in order to answer telephone calls.
·  Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
·  Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
·  Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
·  Activate and deactivate guest room message lights as appropriate.
·  Transfer guests with internet access issues to the internet service provider's customer support line.

Guest Services

·  Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
·  Receive, record, and relay messages accurately, completely, and legibly.
·  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
·  Answer, record, and process all guest calls, requests, questions, or concerns.

Parking

·  Communicate parking procedures to guests/visitors.
·  Dispatch bell staff or valet staff as needed.

 

Analytical Skills

·  Computer Skills
·  Decision-Making

Interpersonal Skills

·  Customer Service Orientation
·  Diversity Relations
·  Interpersonal Skills
·  Team Work

Communications

·  Communication
·  Listening
·  Telephone Etiquette Skills
·  English Language Proficiency
·  Electronic Communication
·  Applied Reading
·  Writing

Personal Attributes

·  Dependability
·  Positive Demeanor
·  Presentation
·  Integrity

Organization

·  Multi-Tasking

 

Education

Matric

Related Work Experience

At least 2 year of related work experience

Supervisory Experience

1 year supervisory experience is required

 

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.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, 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.