South Africa Job Openings

Marriott International, Inc

Guest Service Duty Manager

Cape Town

FULL TIME

November 7, 2024

Additional Information
Job Number24193010
Job CategoryRooms & Guest Services Operations
LocationThe Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa, 8000
ScheduleFull Time
Located Remotely?N
Position Type Management

JOB SUMMARY
Function:
Reporting to the Guest Services Experience Manager, the successful incumbent will be responsible to foster relationships with guests to enhance the guest experience. Display a guest centric approach. Manage the day to day activities and support the Guest Services agent team whilst maintaining exceptional customer service standards in accordance with the hotel and Marriott policies and procedures.
Required Experience & Qualifications

Relevant Hospitality qualification or equivalent
Minimum 3 years’ experience working in hotel and/ or similar position.
Minimum 2 years’ management experience within a similar role.
Systems Required – OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
Guest Centric Approach
Professional and pleasant disposition
Strong leadership and interpersonal skills essential.
Strong planning and organizing skills to meet deadlines with regards to operational requirements
Strong and effective communication, problem solving and decision making skills at all levels essential
Proven excellent and conflict management skills
Strong administration skills – payroll input, staff rostering, training
Ability to work within a pressurized environment
Quality and customer service driven
Ability to use Initiative and be proactive and self-motivated
Ensure that the standards of service excellence and guest satisfaction are met and maintained
Attention to detail pertaining to area of responsibility
Maintain a neat, clean and well-groomed appearance as per company standards
Experience in IR management and disciplinary processes
Ability to work without supervision and within a team
Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros, Opera

Key Responsibilities

Ensure that the standards of service excellence and guest satisfaction are met and maintained.
Effective planning, assigning and delegations of tasks to meet deadlines.
IR management - ensure disciplinary processes are carried out and adhered to
Effective communication, problem solving, decision making and conflict management
Ensure that the standards of service excellence and guest satisfaction are maintained
Ensure that every guest complaint is handled and solved to the satisfaction of the guest
Actively champion and oversee all Marriott related issues to both staff and guests.
Supply and co-ordinate training to all Front of House staff.
Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams
Elevate Guest Services team to executional excellence
Review Guest Voice scores related to guest experience and assist HR trainer with regards to implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.
Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
Review Guest Voice scores related to guest experience and assist HR trainer with regards to implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.
Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
Perform other reasonable duties as and when requested.

#LI-Onsite

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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