Guest Experience Expert

Guest Experience Expert 

Cape Town Marriott Hotel Crystal Towers

Marriott International is committed to delivering exceptional guest experiences through service excellence and hospitality innovation. Associates are empowered to create memorable stays by anticipating guest needs, building meaningful connections and providing personalized service throughout the guest journey. 

Position Summary 

The Guest Experience Expert is responsible for delivering seamless and memorable guest experiences throughout the entire stay. This role supports check-in and check-out processes, handles guest requests, provides local recommendations and ensures exceptional service standards while maintaining operational accuracy and professionalism. 

What you’ll do 

• Welcome guests and provide personalized service throughout their stay. 
• Process guest check-ins, check-outs, room assignments and payment transactions. 
• Respond promptly to guest requests, concerns and service recovery situations. 
• Coordinate with housekeeping, engineering and other departments to resolve guest needs. 
• Maintain accurate guest records, reports, logs and reservation information. 
• Arrange transportation, special services and local area recommendations for guests. 
• Monitor room status updates and support group arrival and departure procedures. 
• Handle cash, billing adjustments and payment processing in accordance with company procedures. 

What you’ll bring 

• High school diploma or G.E.D. equivalent. 
• Strong customer service and guest relations skills. 
• Excellent communication and interpersonal abilities. 
• Ability to multitask and work effectively in a fast-paced environment. 
• Basic computer proficiency and experience using reservation or property management systems is advantageous. 
• Strong problem-solving, organisational and decision-making skills. 
• Professional presentation and positive attitude. 

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.

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