POSITION SUMMARY
First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. 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 Arrival 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival 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 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
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.
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).
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
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.
Arrange transportation (e.g., taxicab, 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.
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.
Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: Valid Driver's License
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.
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 60 hotels across South Africa, Zambia, Nigeria, Namibia, 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! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.
