Function

Reporting directly to the Guest Services Duty Manager, the successful incumbent is expected to provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.

Required Experience & Qualifications

• An appropriate recognised qualification would be advantageous
• A minimum of two years’ experience in a similar position within a Hotel environment
• Computer literate & extensive knowledge of Opera and Microsoft Office Package
• Professional and pleasant disposition
• Strong leadership and interpersonal skills essential
• Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
• Strong and effective communication, problem solving and decision making skills at all levels essential
• Opera systems knowledge
• Ability to work within a pressurized environment
• Extensive knowledge about Cape Town tours and best restaurants
• Quality and customer service driven
• Ability to use Initiative and be proactive and self-motivated
• Foreign language speaking candidate would be advantageous

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Be flexible within Front of House operations to complete additional tasks as and where directed by the Front of House Management team.
• Ensure that the standards of service excellence and guest satisfaction are maintained.
• Lobby duty – interacting and rooming guests
• Perform an efficient administrative support function as and when required
• Ensure that every guest complaint is handled and solved to the satisfaction of the guest.
• Ensure that the standards of service excellence and guest satisfaction are met and maintained.
• Anticipate the needs of a guest and focus on attention to detail. Recognize every guest as an individual, treating them with warmth and taking every opportunity to make a positive impression.
• Liaise with other departments and associates to ensure the smooth running of Guest Services to ensure strong collaboration between Operations Teams.
• As a Guest Experience Expert whilst your primary function will serve as guest relations you will also be required to fulfil a dual function across the Front Office operation, i.e switchboard and receptionist duties as and when operation requires.