Guest Relations Officer | AC Hotel by Marriott Cape Town Waterfront

POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Relations Officers take the initiative to deliver a wide range of services that guide guests through their entire stay. 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 Relations Officer makes transactions feel like part of the experience.

The Guest Relations Officer will respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention/Security of any guest reports of theft.

CORE FUNCTION

1. Responsible, along with Front Office Leadership, for Pre-arrival planning within the Empower GXP system.
2. Identify Marriott Rewards Membership tiers and ensure teams are briefed on delivering upon those benefits.
3. Respond to Guest Voice feedback from guests via the Marriott MGS page which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda, etc.
4. Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
5. Meet and Greet Marriott Members on arrival.
6. Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.
7. Providing guests with advice on popular restaurants and entertainment and tours during their visit, as well as facilitating reservation requests.
8. Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.

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 Relations Officer will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) 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 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Relations Officer – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Relevant work experience required.

Supervisory Experience: No supervisory experience.

License or Certification: None.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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