Job Description: Reporting to the Guest Experience Manager. The primary purpose of this position is to co-ordinate all activities and operations of the Guest Services department in accordance with the company’s policies and procedures. Ensure the effective running of the day-to-day operations and resolving all guest complaints to the ultimate satisfaction of the guest. Job Responsibilities: Good leadership and interpersonal skills essential. Experience in IR management and disciplinary processes Attention to detail pertaining to area of responsibility Excellent interpersonal skills, including a pleasant telephone manner Good administrative skills Two to three years’ relevant experience in a similar position within a hotel environment A recognized qualification in Hospitality Management or 3 years’ experience in a Management Capacity Front Office experience essential Systems Required – OPERA, GXP, Internet, MS Word/Office, Microsoft excel and Outlook. Ensure that the standards of service excellence and guest satisfaction are met and maintained Ability to use Initiative and be proactive and self-motivated Maintain a neat, clean and well-groomed appearance as per company standards Job Requirements: Ensure that the standards of service excellence and guest satisfaction are maintained Effective planning, assigning and delegations of tasks to meet deadlines. Effective communication, problem solving, decision making and conflict management Elevate Guest Services team to executional excellence Ensure that every guest complaint is handled and solved to the satisfaction of the guest Actively champion and oversee all Starwood related issues to both staff and guests. Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them. Supply and co-ordinate training to all Front of House staff. Ensure that the standards of service excellence and guest satisfaction are met and maintained. IR management - ensure disciplinary processes are carried out and adhered to Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams 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. Job Details: Company: Marriott Vacancy Type: Full Time Job Location: Cape Town, Western Cape, ZA Application Deadline: N/A Apply Here careers-trivia.net
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