Guest Relations Officer
Buenos Aires Marriott
Cape Town, Western Cape
6d ago
source : findojobs-za

Posting Date May 04, Job Number Job Category Rooms & Guest Services Operations Location AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, South Africa, South Africa VIEW ON MAP Brand AC Hotels Schedule Full-Time Relocation?

N Position Type Non-Management Located Remotely? N At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer.

Whether its the artful pour of a drink or the elegant line of a chaise, AC Hotels believes that if we have time to make it, we have time to make it beautiful.

Our guests recognize and appreciate the edited beauty of AC Hotels. They feel connected to us through a shared concern for details.

They enjoy feeling a part of our small, discrete, global tribe. In fact, the feeling of being among like-minded people is a significant part of the AC appeal.

Were looking for cultural innovators to join our team. If you are someone who has an inner creativity and love for art, design and culture, then we invite you to explore a career with AC Hotels.

Welcome to our family As a world-class leader in the travel industry, theres no better place to make your mark. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

Here, you will find a place where your personality and ideas are as appreciated as the work you do. Each day will open your mind to a world of possibilities, growth opportunities and the chance to meet people from all corners of the globe.

The impact youll make No matter whether a guest arrives weary from their travels or excited for a vacation, you know what to do to make them feel at home.

They will appreciate the pristine lobby, your warm welcome, and your efficiency in getting them checked in and pointed in the right direction.

When they know you genuinely care about the quality of their stay, you are operating at a level of excellence. What youll do Respond to guest requests for special arrangements or services (e.

g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction.

Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.

Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.

g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs / daily memo books and document pertinent information in logbooks.

Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies.

Assists, along with Front Office Leadership, Pre-arrival planning. Identify Marriott Bonvoy Membership tiers and ensure teams are briefed on delivering upon those benefits.

Respond to Guest Voice feedback from guests which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda etc.

Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.

Meet and Greet Marriott Bonvoy Members on arrival. Lobby duties include Welcoming guests on arrival and wishing them farewell during departure from the hotel.

Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.

Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.

  • 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 is 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.

    Organize, confirm and process guest check-ins / check-outs and adapt for any changes Secure payment, verifying and adjusting billing as needed Provide guests with room and hotel information, directions, amenities and local interests Run daily reports, reviewing to see what needs to be communicated to the next shifts staff Complete cashier and closing reports, counting the bank at the end of each shift securely Accept and record wake-up calls, delivering to the right department Communicate any emergency, lost item or theft to proper security staff and / or authorities Keep contingency lists in case of emergency and communicate any necessary messages Perks you deserve Well support you in and out of the workplace by offering : Team-spirited coworkers Encouraging leadership Support to live a life of wellbeing and happiness Opportunities to serve and give back to the community Discounts on hotel rooms, gift shop items, food and beverage Recognition programs What were looking for A warm, people-oriented demeanor A team-first attitude A gift for paying attention to the smallest details This role requires compliance with quality assurance expectations and standards.

    You may be required to 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. Youre welcomed here Our highest priority is making you feel as welcome as our guests.

    We want you to feel comfortable being yourself and to know youre important to us. Youll make an impact in your role, and for that, youll be appreciated and valued.

    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.

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