South Africa Job Openings

Marriott International, Inc

Guest Experience Expert (Call Centre Agent)

Cape Town

FULL TIME

September 3, 2024

Job Number 24154923
Job Category Rooms & Guest Services Operations
Location The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Function
Are you ready to grow your dream career!! Join our amazing team and help deliver unforgettable cuisines and create memorable experiences. We are recruiting for a fun, energetic, innovative and enthusiastic Guest Experience Expert with a positive attitude Reporting to the Front Office Manager, the successful incumbent is required to provide professional and excellent customer service by attending to all telephone calls timeously for both internal and external guest as well as to provide and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott Policies and Procedures.
What We offer

Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio
Wellbeing activities and sustainability initiatives through the Take Care and 360° programs
On Property Café
Medical Aid Company
Provident Fund Company Benefits
Associate Uniform and Laundry service thereof
Employee Well-being Programme
Staff Transport

Required Experience & Qualifications

A recognized Hospitality qualification would be advantageous
At least 1- 2 years Call Centre experience within a Hotel environment
Proficiency in Microsoft packages (MS Word , Excel ,Outlook )
Working Knowledge in Opera PMS
Available to work flexible working hours and rostered shifts as and when required
Good telephone etiquette.
Ability to work within a pressurized environment
Ability to use Initiative and be proactive and self-driven
Ability to work without supervision and within a team
Ability to manage and work with high volume work load
Attention to detail pertaining to area of responsibility
Required to work rostered shifts and irregular hours as per operational requirements
Flexible working hours as well as available to work weekends and Public holidays as per operational requirements

Key Responsibilities

Complete all daily duties as set out in departmental duties and requirements.
Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
Log all guest requests or issues, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction.
Provide information to guests about room features, property amenities, and local areas of interest.
Assist guests with accessing the internet.
Report accidents, injuries, and unsafe work conditions to manager.
Answering incoming and internal calls as per brand standard
Managing Let’s chat requests and follow up
Check and Prepare staff transport log sheets
Check stationary orders
Assist with group preparation when required
Credit card cancellations
Update guests profiles when needed and as requested

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.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.

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