Guest Service Agent

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Oklahotel (Pty) Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

 

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Ensure a high level of customer satisfaction throughout the guest's stay
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Actively listen to and resolve complaints
• Provide information about local attractions, services, and facilities.
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Team to ensure we comply with all standards and operating procedures
• Liaise with other Hotel departments to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from Guest voice and online reviews and suggest ways to improve ratings
• Ensure responses on guest voice and other online reviews are done with 24 hours
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients
• Adhere to and promote all Company Health & Safety policies and procedures to ensure a safe work environment
• Consistently demonstrate a commitment to personal Guest Service excellence and profitably through special duties as assigned
• Establish brand loyalty through Marriott Bonvoy
• Coordinate room drops, VIP gifting and courtesy calls with the guest relations Team
• Conduct site inspections
• Answer telephone and email inquiries and WhatsApp messages in a timely manner
• Consistently offer professional, friendly and engaging service
• Maintaining the in-house reservations systems
• Preparing expected arrival list for front office and management use
• Check-in and Check-out of Airline groups
• Dealing with Direct Bills of Airline groups
• Overseeing a smooth pre-arrival, arrival, stay and departure experience for the three airlines
• Organizing and hosting airline parties
• Consistently offer professional, friendly and engaging service
• Liaise with Sales and other departments as required
• Obtaining feedback from Airline crew and all other guests during their stay and provide feedback to management and suggest possible areas to improve. This is done through courtesy calls, in the foyer during peak times and checking in with guests during mealtimes in the various outlets.
• Going through all reservations on a daily basis and flagging VIP’s, Bonvoy members and any special requests that was noted to ensure they get actioned prior to the guest’s arrival.
• Handling all guest feedback post stays and responds in a timely manner. Making sure feedback, both good and bad, is given to individual staff members and department heads and finding ways to do better should the need arise.

 
• Matric (grade 12)
• National Diploma in Hospitality Management or similar qualifications would be advantageous.
• Previous hotels experience is essential.
• Knowledge of Opera PMS is essential.
• Positive attitude and a passion for providing exceptional service
• Computer orientation essential (Excel & Word and Power point)
• Excellent communication skills, verbal and written.
• Excellent GUEST relations skills.
• Ability to work as a TEAM.
• Well groomed, presentable and professional manner.
• Ability to multitask and work under pressure
• 1 Year front office experiences an essential.

 

This company is an equal opportunity employer.

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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.