**Overview**
This role is for a Guest Experience Expert at the Johannesburg Marriott Hotel Melrose Arch, part of Marriott International. The position focuses on creating memorable and unique guest experiences, moving beyond basic check-in and check-out procedures. Guest Experience Experts are expected to take initiative, deliver a wide range of services to guide guests throughout their stay, and are empowered to address operational needs, guest requests, complete reports, and share local highlights, integrating these tasks into the overall guest experience.
**What you will do**
Key responsibilities include:
* Following property-specific procedures for emergency situations and maintaining awareness of safety and security.
* Actively listening and responding positively to guest questions, concerns, and requests to resolve issues and build trust.
* Anticipating guests' service needs and addressing them in a professional, positive, and timely manner.
* Engaging guests in conversation about their stay, property services, and local attractions, and providing specific recommendations.
* Assisting individuals with disabilities and ensuring all guests are welcomed, acknowledged, and provided with a fond farewell.
* Supporting co-workers, developing positive working relationships, and handling sensitive issues with tact and confidentiality.
* Complying with quality assurance expectations and standards.
* Performing physical tasks such as entering information into computer/POS systems, moving objects weighing up to 10 pounds, and standing/walking for extended periods.
* Managing all aspects of guest check-in and check-out processes, including group pre-registration, payment processing, room assignment, and billing adjustments.
* Communicating clearly and professionally with guests and co-workers, including providing internet access instructions and handling telephone calls with appropriate etiquette.
* Running and reviewing daily reports, credit card authorizations, shift logs, and printing contingency lists for record-keeping.
* Providing comprehensive guest services, such as arranging transportation, contacting appropriate departments to resolve requests, following up on satisfaction, and managing public space technological devices.
* Handling cash and various payment types, processing adjustments, balancing the bank at the beginning and end of shifts, and following accounting procedures.
* Adhering to company and department policies and procedures, ensuring professional appearance, protecting company assets, and safeguarding privacy.
* Gathering and utilizing information about the property and local area to respond to VIP/Concierge requests for special arrangements or services.
**Requirements (from the original advert)**
* Ability to create a safe work place.
* Ability to follow company policies and procedures.
* Ability to maintain confidentiality.
* Ability to protect company assets.
* Ability to uphold quality standards.
* Ability to ensure uniform, personal appearance, and communications are professional.
* Physical ability to stand, sit, or walk for an extended period of time or for an entire work shift.
* Physical ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
* Ability to enter and locate work-related information using computers and/or point of sale systems.
* Ability to read and visually verify information in a variety of formats (e.g., small print).
**Who should apply**
The ideal candidate is an individual who is proactive, takes initiative, and is empowered to deliver memorable guest experiences. They should possess strong analytical skills (learning, decision-making, problem-solving, computer skills, arithmetic computation) and excellent interpersonal skills (customer service orientation, teamwork, diversity relations). Strong communication skills, including English language proficiency, active listening, and clear written/verbal communication, are essential. Key personal attributes include integrity, dependability, a positive demeanor, professional presentation, adaptability/flexibility, stress tolerance, and a high degree of initiative. The candidate should also demonstrate strong organizational skills, including multi-tasking and time management, and have good visual acuity.
**Deadline**
Not specified
**Reference**
Original posting: https://www.myjobmag.co.za/job/guest-experience-expert-johannesburg-marriott-hotel-melrose-arch-marriott-international
Source: myjobmag
Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.
At a glance
Customer service
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Job description
POSITION SUMMARY
* Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and 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 work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around stand, sit, or walk for an extended time and taking a hands-on approach to work move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. 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.
CRITICAL TASKS
Safety and Security
* Follow property specific procedures for handling emergency situations e.g., evacuations, medical emergencies, natural disasters.
* Maintain awareness of undesirable persons on property premises.
* Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
* Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Guest Relations
* 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.
* 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.
* 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.
* 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 guest's 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.
Working with Others
* Support all co-workers and treat them with dignity and respect.
* 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.
Quality Assurance/Quality Improvement
* Comply with quality assurance expectations and standards.
Physical Tasks
* Enter and locate work-related information using computers and/or point of sale systems.
* Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
* Read and visually verify information in a variety of formats e.g., small print.
* Stand, sit, or walk for an extended period of time or for an entire work shift.
Check-in/Check-out
* 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 guest's 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.
Communications
* Provide assistance to coworkers, ensuring they understand their tasks.
* Speak to guests and co-workers using clear, appropriate and professional language.
* Instruct guests on how to access the internet e.g., dial-up, broadband, wireless.
* 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.
Reports/Recordkeeping
* Run daily reports number of arrivals, departures, identify any special requests, and check reports for accuracy.
* Run credit card authorization report and check for discrepancies.
* Review shift logs/daily memo books and document pertinent information in logbooks.
* Print contingency lists to have a record of all guests in case of emergency.
Guest Services
* 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., 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.
* 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.
* Contact appropriate individual or department e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention as necessary to resolve guest call, request, or problem.
Cash Handling
* 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.
Policies and Procedures
* Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
* Follow company and department policies and procedures.
* Perform other reasonable job duties as requested by Supervisors.
* Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
* Protect the privacy and security of guests and coworkers.
VIP/Concierge Services
* 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.
CRITICAL COMPETENCIES
Analytical Skills
* Learning
* Decision-Making
* Problem Solving
* Computer Skills
* Arithmetic Computation
Interpersonal Skills
* Customer Service Orientation
* Interpersonal Skills
* Team Work
* Diversity Relations
Communications
* English Language Proficiency
* Communication
* Listening
* Applied Reading
* Writing
Personal Attributes
* Integrity
* Dependability
* Positive Demeanor
* Presentation
* Adaptability/Flexibility
* Stress Tolerance
* Initiative
Organization
* Multi-Tasking
* Time Management
Physical Abilities
* Visual Acuity
PREFERRED QUALIFICATIONS
Education:
* High school diploma or G.E.D. equivalent.
Related Work Experience:
* No related work experience.
Supervisory Experience:
* No supervisory experience.
License or Certification:
* None
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