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Job Category Rooms & Guest Services Operations
Location Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Promote staff engagement and team work to provide optimum service so that guest needs are met in the Rooms and Food & Beverage operations. Within Food and Beverage operations: Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Inspect storage areas for organization, use of FIFO, and cleanliness. Complete scheduled inventories and stock and requisition necessary supplies. Monitor dining rooms for seating availability, service, safety, and well-being of guests. Complete work orders for maintenance repairs. Within Guest Services and Rooms operations: Inspect public areas, restrooms, fitness center, pool area, offices and service areas after being cleaned by Housekeeper to ensure quality standards are met. Arrange turndown for VIPs/any package inclusive rates, etc. Communicate additions or changes to the assignment sheets to staff (e.g., Housekeeping) as they arise throughout the shift. Monitor the notations in MARSHA and clear all exceptions. Keep records of Marriott Rewards enrollments and Front Office incentive programs. Review and maintain all Market Rate Codes. Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Process guest check-ins and promote room up-sales. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Enter and locate work-related information using computers and/or point of sale systems. 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 25 pounds without assistance. Move over sloping, uneven, or slippery surfaces. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested.
CRITICAL TASKS
General Rooms Operations
- Communicate additions or changes to the assignment sheets to staff (e.g., Housekeeping) as they arise throughout the shift.
- Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices and services areas after being cleaned to ensure quality standards are met.
- Complete 5-10 Housekeeping inspections a week.
- Arrange turndown for VIP’s/any package inclusive rates etc.
- Contact engineering, At Your Service (AYS) or Housekeeping office directly for urgent repairs.
Reports/Recordkeeping
- Keep records of Marriott Rewards enrollments and Front Office Incentive programs.
- Monitor the notations in MARSHA and clear all exceptions.
- Complete designated cashier and closing reports in the computer system.
- Review and maintain all Market Rate Codes annually.
- Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
- Complete incident reports for any incidents or accidents that occur during shift.
General Food and Beverage Operations
- Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Assist your and other departments when needed to ensure optimum service to guests.
- Document any and all guest and employee incidents/accidents for management follow up.
- Inspect storage areas for organization, use of FIFO, and cleanliness and rectify any deficiencies.
- Follow property key policies, including checking out and returning keys to appropriate departments.
- Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
- Follow proper cash handling procedures
- Monitor dining rooms for seating availability, service, safety, and well-being of guests.
- Communicate information to manager/supervisor by documenting pertinent information in appropriate department logbook.
Opening
- Complete opening duties including setting up necessary supplies and tools, including bank, and ensuring work area is clean and everything is in working order.
Greeting and Seating
- Thank every guest upon departure, invite them to return, and wish them a fond farewell.
Closing
- Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation and provide a fond farewell.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Talk with and listen to other employees to effectively exchange information.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Assists Management
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
- Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
- Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
- Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Collaborate with management to formally recognize hourly employees' performance contributions.
- Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
- Ensure staff is working together as a team to ensure optimum service to guests.
- Communicate with guests, other employees, or departments to ensure guest needs are met.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
- Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Physical Tasks
- Read and visually verify information in a variety of formats (e.g., small print).
- Visually inspect tools, equipment, or machines (e.g., to identify defects).
- Enter and locate work-related information using computers and/or point of sale systems.
- 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 25 pounds without assistance.
- Move over sloping, uneven, or slippery surfaces.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Complete appropriate safety training and certifications to perform work tasks.
- Maintain awareness of undesirable persons on property premises.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Policies and Procedures
- Follow company and department policies and procedures.
- Protect the privacy and security of guests and coworkers.
- 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.
CRITICAL COMPETENCIES
Analytical Skills
- Problem Solving
- Learning
- Decision-Making
- Arithmetic Computation
Interpersonal Skills
- Team Work
- Interpersonal Skills
- Customer Service Orientation
- Diversity Relations
- Influence
Communications
- Communication
- Listening
- English Language Proficiency
- Telephone Etiquette Skills
- Applied Reading
- Writing
Personal Attributes
- Dependability
- Positive Demeanor
- Presentation
- Integrity
- Stress Tolerance
- Initiative
- Adaptability/Flexibility
- Safety Orientation
- Innovation
Organization
- Multi-Tasking
- Detail Orientation
- Time Management
- Planning and Organizing
Assists Management
- Resolving Conflict
- Delegating and Directing
- Team Building
- Coaching and Developing
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 2 years of related work experience
Supervisory Experience
At least 1 year of supervisory experience
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.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
