Guest Experience Expert (Call Centre Agent)

POSITION SUMMARY

Function

Are you ready to grow your dream career!! Join our amazing team and help deliver unforgettable cuisines and create memorable experiences. We are recruiting for a fun, energetic, innovative and enthusiastic Guest Experience Expert with a positive attitude Reporting to the Front Office Manager, the successful incumbent is required to provide professional and excellent customer service by attending to all telephone calls timeously for both internal and external guest as well as to provide and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott Policies and Procedures.

What We offer

• Learning and development opportunities through online platforms, on the job trainings and classroom-based courses


• Discounts on hotel rooms, food and beverage and spa in Marriott International portfolio


• Wellbeing activities and sustainability initiatives through the Take Care and 360° programs


• On Property Café


• Medical Aid Company 


• Provident Fund Company Benefits 


• Associate Uniform and Laundry service thereof


• Employee Well-being Programme


• Staff Transport

Required Experience & Qualifications

• A recognized Hospitality qualification would be advantageous


• At least 1- 2 years Call Centre experience within a Hotel environment


• Proficiency in Microsoft packages (MS Word, Excel, Outlook)


• Working Knowledge in Opera PMS


• Available to work flexible working hours and rostered shifts as and when required


• Good telephone etiquette.


• Ability to work within a pressurized environment


• Ability to use Initiative and be proactive and self-driven


• Ability to work without supervision and within a team


• Ability to manage and work with high volume work load


• Attention to detail pertaining to area of responsibility


• Required to work rostered shifts and irregular hours as per operational requirements


• Flexible working hours as well as available to work weekends and Public holidays as per operational requirements

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.


• Operate telephone switchboard station in order to answer telephone calls. 


• Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. 


• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. 


• Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. 


• Log all guest requests or issues, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction. 


• Provide information to guests about room features, property amenities, and local areas of interest. 


• Assist guests with accessing the internet. 


• Report accidents, injuries, and unsafe work conditions to manager.


• Answering incoming and internal calls as per brand standard


• Managing Let’s chat requests and follow up 


• Check and Prepare staff transport log sheets


• Check stationary orders


• Assist with group preparation when required


• Credit card cancellations


• Update guest’s profiles when needed and as requested


• As a Guest Experience Expert whilst your primary function will serve as a call center agent you will also be required to fulfil a dual function across the Front Office operation, i.e guest relations and receptionist duties as and when operation requires.