Guest Experience Expert

Guest Experience Expert

Protea Hotel Cape Town Waterfront Breakwater Lodge

At Protea Hotels, being A Step Ahead starts with our people. We take pride in anticipating what guests need and creating experiences that feel personal, genuine and welcoming. Here, you are encouraged to bring your own personality, ideas and energy to everything you do, while working alongside people who value collaboration, authenticity and a job well done. We believe in giving our people the confidence and opportunities to grow, explore new possibilities and take their careers further. 

As part of the Marriott International family, Protea Hotels offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.   

Position Summary

The Guest Experience Expert is responsible for delivering a seamless and memorable guest journey from arrival to departure. This role combines front desk operations, guest relations, concierge services, and administrative responsibilities to ensure guests receive exceptional service while maintaining operational excellence and Marriott brand standards. 

What you'll do

• Welcome guests warmly and create memorable experiences through personalised service and genuine hospitality. 
• Process guest check-ins and check-outs accurately, including reservations, room assignments, payments, and billing adjustments. 
• Respond promptly to guest enquiries, requests, concerns, and complaints, ensuring issues are resolved efficiently and professionally. 
• Arrange transportation, special services, local recommendations, and concierge-related requests to enhance the guest experience. 
• Coordinate with Housekeeping, Engineering, Security, and other departments to resolve guest needs and operational requirements. 
• Process payments, maintain cash handling procedures, balance tills, and comply with Marriott accounting and cashiering standards. 
• Prepare and review operational reports, guest records, shift logs, arrivals, departures, and emergency documentation. 
• Promote hotel facilities, local attractions, and loyalty initiatives while building strong guest relationships and driving guest satisfaction. 

What you'll bring

• Higher Education qualification, Diploma, or equivalent. 
• No previous related work experience required. 
• Strong customer service orientation and interpersonal skills. 
• Excellent verbal and written communication skills with English language proficiency. 
• Strong problem-solving, decision-making, and analytical abilities. Basic computer skills and confidence using hotel operating systems and technology platforms. 
• Ability to multitask, manage time effectively, and work in a fast-paced environment. 
• Professional, dependable, adaptable, and service-focused approach to work. 
• Ability to maintain confidentiality and handle sensitive guest information with discretion. 

Our Benefits

At Marriott, we put people first — it’s one of our distinctive core values.

• Through Explore by Marriott Bonvoy™, our associates have access to special room rates, discounts on food and beverage, experiences, and more across Marriott’s portfolio of 30+ hotel brands and 9,500+ properties worldwide. 
• Associates receive paid leave to use for vacations, sick time, holidays and more.
• Through our global TakeCare platform, associates have access to locally driven wellbeing activities and resources designed to meet people where they are.
• Depending on the property and role, additional local benefits may also be available.

Our award-winning culture

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

Visit life.marriott.com to learn more about our workplace culture and career opportunities.

LEGAL DISCLAIMER

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.