Guest Experience Expert (Night Receptionist)

Additional Information £65,000 pa

Job Number 26119736

Job Category Rooms & Guest Services Operations

Location Convention Square, Lower Long Street, Cape Town 8000, South AfricaVIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Job Summary Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Night Management, the successful candidate will be required to engage and interact with Guest, provide excellent Customer Service and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott International Hotels standards, policies and procedures.

Required Experience & Qualifications

• At least 2- 3 years’ experience in a similar position within a 4/5-star Hotel environment
• An appropriate recognized qualification would be advantageous
• Professional Disposition
• Professional telephone and communication etiquette
• People centric with a strong focus on the Guest experience
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Sound financial acumen
• Maintain a neat, clean and well-groomed appearance as per company standards
• Ability to work without supervision and within a team
• 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
• Proficiency in all MS office applications e.g. Word, Excel, Outlook
• Working Knowledge in Fidelio Opera

Key Responsibilities

• Attend to all guest needs, including but not limited to, registration, check-in and check-out of guest and cashiering.
• Responsible to maintain a float and adhere to standard operating policies and procedures in relation to deposits and the reporting thereof.
• Strong and effective communication and problem solving skills / conflict management
• Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Print contingency lists to have a record of all guests in case of emergency.
• Sell a room/accommodation to guests without reservations based on availability.
• Operate telephone switchboard station, process requests for wake up calls, and advise guest of any messages. Complete the Room Rate Variance Report.
• Process all guest check-ins and assign room.
• Activate or reissue room keys using electronic key machine.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to accounting specifications.
• Report accidents, injuries, and unsafe work conditions to manager
• Perform other duties as and when required

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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 global team, and become the best version of you.