Guest Experience Expert; Reception Protea Hotel Marriott

POSITION SUMMARY

Our jobs arent just about giving guests a smooth check-in and check-out.

Instead we want to build an experience that is memorable and unique.

Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.

They are empowered to move about their space and do what needs to be done.

Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional.

Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.

Actively listen and respond positively to guest questions concerns and requests using brand or property specific process to resolve issues delight and build trust.

Address guests service needs in a professional positive and timely manner.

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.

Assist other employees to ensure proper coverage and prompt guest service.

Engage guests in conversation regarding their stay property services and area attractions / offerings including social media where appropriate.

Thank guests with genuine appreciation and provide a fond farewell.

Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.

Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.

Communicate recommendations in a way that builds excitement and interest among guests and associates.

Perform other reasonable duties as requested.

Arrange transportation (e.g. taxi cab shuttle bus) for guests / residents / visitors and record advance transportation request as needed.

Contact appropriate individual or department (e.g. Guest Arrival 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.

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.

Gather summarize and utilize information about the property and the surrounding area amenities including special events and activities.

Respond to guest requests for special arrangements or services (e.g. transportation religious services babysitting dry cleaning entertainment / sporting events shopping) by making arrangements or identifying appropriate providers.

Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.

Organize and coordinate check-in / pre-registration procedures for arriving groups.

Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.

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.

Secure valid form of payment (e.g. credit card cash) prior to issuing room key.

Sell a room / accommodation to guests without reservations based on availability.

Verify and adjust billing for guests.

Process all payment types such as room charges cash checks debit or credit.

Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.

Count bank at end of shift and secure bank.

Balance and drop receipts according to Accounting specifications.

Obtain manual authorizations and follow all Accounting procedures when computer system is down.

Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Follow the requirements and tasks as defined in EMEA Front Desk Cashiering

SOP.

Comply with the requirements of the Marriott Cashiering Responsibilities / Petty Cash Fundand Cashier Overage / Shortage

SOPs.

Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.

Run credit card authorization report and check for…