As a Guest Relations Agent at Marriott, you'll be the first point of contact for guests, ensuring they have a pleasant stay. You'll handle inquiries, resolve issues, and provide information about the hotel and local area.
Professional and service-oriented
**Additional Information** **Job Number**26067360 **Job Category**Rooms \& Guest Services Operations **Location**42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa, 2076 **Schedule**Full Time **Located Remotely?**N **Position Type** Non\-Management **POSITION SUMMARY** Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost\-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. **CRITICAL TASKS** Safety and Security * Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Policies and Procedures * Protect the privacy and security of guests and coworkers. * Follow company and department policies and procedures. * Maintain confidentiality of proprietary materials and information. * Ensure uniform, nametags, and personal appearance are 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 by Supervisors. Guest Relations * 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. * Anticipate guests' service needs, including asking...
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