Guest Arrival Expert_SA

Job description

Job Number 24179536
Job Category Rooms & Guest Services Operations
Location Protea Hotel Mahikeng, 80 Nelson Mandela Drive, Mahikeng, South Africa, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; 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; support team to reach common goals. Comply with quality assurance expectations and standards. 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.

Check-in/Check-out

·  Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
·  Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
·  Follow standards to protect guest confidentiality at all times. 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 (PCI Compliance). Log all guest requests, incidents, and adjustments into customer relationship management (CRM) system to provide proper tracking and documentation of guest problems and solutions.
·  Support and execute the Marriott Reward Benefits and requirements for all members at all times.
·  Always Look for opportunities to gain ancillary revenue (e.g. Room Upgrades)
·  Capture and record guest requests, concerns, and profile information in relevant software (e.g. Guestware, Mystique, etc.)
·  Assign room according to guest request and preferences whenever possible.
·  Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
·  Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
·  Sell a room/accommodation to guests without reservations based on availability.
·  Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
·  Verify and adjust billing for guests.
·  Accommodate requests for room changes when possible.
·  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.
·  Communicate to appropriate staff that there are guests that are waiting for an available room.
·  Ensure rates match market codes and that any exceptions are documented and include an explanation.
·  Sign guests up for Marriott Rewards.
·  File guest paperwork or documentation.
·  Review requests for late check-outs and approve according to occupancy.
·  Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
·  Clear departures in computer system to document rooms that are no longer occupied.
·  Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

Mobile Guest Services

·  Operate Mobile Control Panel/Console to process check-in, rooms ready notification, check out, mobile keys and perform all required tasks for guests who have requested mobile guest services, in accordance with property policies and procedures.
·  Log all guest requests, incidents, and adjustments into customer relationship management (CRM) system to provide proper tracking and documentation of guest problems and solutions.
·  Operate specific CRM module to track Mobile Request and insure execution by, if required, dispatching the request and monitoring timely competition.
·  Operate Mobile Control Panel to handle Mobile Keys for guests that have opted to use Mobile Entry, in accordance with local law, property policies and procedures.
·  Log all guest requests, incidents, and adjustments into customer relationship management (CRM) system to provide proper tracking and documentation of guest problems and solutions, in accordance with local privacy law, property policies and procedures.
·  Operate specific CRM module to manage digital interaction (Chat) with Guests, in accordance with local law, property policies and procedures

Reports/Recordkeeping

·  Print contingency lists to have a record of all guests in case of emergency.
·  Run daily reports (e.g., number of arrivals, departures), identify any special requests, and check reports for accuracy.
·  Complete designated cashier and closing reports in the computer system.
·  Run credit card authorization report and check for discrepancies.
·  Review shift logs/daily memo books and document pertinent information in logbooks.
·  Organize, secure, and maintain all files and records in accordance with document retention and confidentiality procedures.

Greet/Escort Guests

·  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
·  Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

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.
·  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
·  Receive, record, and relay messages accurately, completely, and legibly.
·  Accept and record wake-up call requests and deliver to appropriate department.
·  Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
·  Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
·  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.
·  Maintain stock and provide customer service support for retail area or items (e.g., beverages, toiletries) sold through Front Desk, where applicable.

VIP/Concierge Services

·  Respond to special requests from guests/residents with unique needs.

Cash Handling

·  Count bank at end of shift and secure bank.
·  Process all payment types such as room charges, cash, checks, debit, or credit.
·  Balance and drop receipts according to Accounting specifications.
·  Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
·  Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
·  Provide change to guests.
·  Obtain manual authorizations and follow all Accounting procedures when computer system is down.

Maintenance/Security

·  Notify Loss Prevention/Security of any guest reports of theft.

Quality Assurance/Quality Improvement

·  Comply with quality assurance expectations and standards.
·  Maintain cleanliness of work areas and public spaces throughout the day, practicing clean-as-you-go procedures.

Guest Relations

·  Address guests' service needs in a professional, positive, and timely manner.
·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  Thank guests with genuine appreciation and provide a fond farewell.
·  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.
·  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).
·  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.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  Assist other employees to ensure proper coverage and prompt guest service.

Communication

·  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.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Talk with and listen to other employees to effectively exchange information.

Working with Others

·  Support all co-workers and treat them with dignity and respect.
·  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
·  Develop and maintain positive and productive working relationships with other employees and departments.
·  Partner with and assist others to promote an environment of teamwork and achieve common goals.

Physical Tasks

·  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 10 pounds without assistance.

Safety and Security

·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  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.
·  Maintain awareness of undesirable persons on property premises.
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

·  Protect the privacy and security of guests and coworkers.
·  Maintain confidentiality of proprietary materials and information.
·  Follow company and department policies and procedures.
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.

CRITICAL COMPETE

Analytical Skills

·  Learning
·  Computer Skills

Interpersonal Skills

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

Communications

·  Communication
·  Listening
·  English Language Proficiency
·  Telephone Etiquette Skills

Personal Attributes

·  Dependability
·  Integrity
·  Positive Demeanor
·  Presentation
·  Stress Tolerance
·  Adaptability/Flexibility

Organization

·  Multi-Tasking

 

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today! In joining Protea 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.