Jan 29, 2019 Job Number
19000A6G Job Category
Rooms and Guest Services Operations Location
Protea Hotel Cape Town Waterfront Breakwater Lodge, Cape Town, South Africa VIEW ON MAP Brand
Protea Hotels Schedule
No Position Type
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Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 90 hotels across South Africa, Zambia, Nigeria, Namibia, Ghana, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today!
Serve as the point of contact to customers and guests and communicate with them by email, letter, or telephone. Respond to questions and requests within the designated turnaround time. Clarify and resolve any issues to provide a timely and satisfactory outcome to the customer’s inquiry. Enter and retrieve information contained in computer databases to update records, files, and answer inquiries from guests. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using a computer, mail, fax machine, including proofreading and editing written information to verify accuracy and completeness. Communicate with guests via the social media channels such as TripAdvisor, Twitter and Facebook. Enter and locate work-related information using computers. Provide excellent customer service to all guests. Respond sensitively to the needs and feeling of others, regardless of status or position; accept interpersonal differences and to maintain rapport.
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional. Maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with department leaders, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accident, injuries, and unsafe working conditions to manager. Move, lift, carry, push, pull, and place objects weighing less than or equal to 5 kilograms without assistance. Enter and locate work-related information using computers and/or point of sale systems. Perform other reasonable tasks as requested.
Maintain customer loyalty by resolving of guest concerns and verifying a positive guest experience.
Address guests’ service need in a professional, positive, and timely manner.
Thank guests with genuine appreciation.
Contacting guests to confirm satisfaction with the resolution of hotel service related issues.
Act on issues reassigned and escalated by Customer Care.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs.
Actively listen and respond proactively to guest questions, concerns and requests using brand or property specific process to resolve issues, delight, and build trust.
Speak to guests using clear, appropriate and professional language.
Above average proficiency in written and verbal communication.
Prepare and review written documentation to include proofreading and editing written information to verify accuracy and completeness.
Communicate customer service issues and resolutions throughout organizational structure.
Adhere to and verify that the brand positing and brand voice are activated at the property and when responding to guests.
Answer telephone using appropriate etiquette to include answering within 3 rings, answering with a smile in one’s voice, using the caller’s 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.
Collect, respond to and analyze service satisfaction data including customer complaints and feedback from customer touch points.
Working with Others
Treat all associates with respect and dignity.
Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
Assist key stakeholders at the various business units with customer data collection, data/system process flow, and data analysis.
Partner with your manager and other key leaders to verify appropriate messaging in guest responses.
Transmit information or documents using a computer.
Enter and retrieve information contained in computer databases to update records, files, and answer inquiries from guests.
Prepare letters, memos, and other documents using word processing, spreadsheet, databases, or presentation software.
Knowledge and experience with hotel business systems that directly impact customer service.
Produce and distribute monthly analytics report, share key drivers of positive and negative trends, and track progress on key performance indicators.
Maintain familiarity with Trip Advisor, Twitter, Facebook and other social media channels.
Develop and analyze data and statistical reports.
Transmit information or documents using email.
Operate standard office equipment such as telephone, fax, photocopier and calculator.
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 5 kilograms without assistance.
Safety and Security
Report work related accidents, or other injures immediately upon occurrence to manager/supervisor.
Be aware of existing accident prevention and safe work practice programs.
Policies and Procedures
Maintain the service and quality levels by understanding the business and requirements of the operation.
Maintain confidentiality and proprietary material and information.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Ensure personal appearance is clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.