Guest Experience Expert

Guest Experience Expert-AYS

Protea Hotel Fire & Ice! Cape Town

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 At Your Service (AYS) Agent is responsible for answering, recording, and processing all guest requests, enquiries, and concerns received through telephone, email, chat, and mobile communication platforms. This role acts as the hotel's communication hub, coordinating guest requests across departments, providing information about hotel services and local attractions, processing food and beverage orders, and ensuring every guest interaction is handled professionally and efficiently. 

What you'll do

• Answer and manage guest enquiries, requests, concerns, and service calls through telephone, email, chat, and mobile communication channels. 
• Operate the telephone switchboard and coordinate wake-up calls, message handling, call transfers, and guest communications. 
• Record and track guest requests accurately while coordinating with departments such as Housekeeping, Engineering, Front Desk, and Loss Prevention to ensure timely resolution. 
• Provide guests with information regarding room features, hotel amenities, services, and local attractions. 
• Process food and beverage orders, answer menu-related questions, and manage transactions through point-of-sale systems. 
• Anticipate guest needs and deliver personalised service that exceeds expectations. 
• Follow up with guests to ensure requests and concerns have been resolved to their satisfaction. 
• Maintain accurate records within CRM and hotel systems, ensuring confidentiality and compliance with Marriott standards. 

What you'll bring

• Recognised hospitality qualification advantageous. 
• 1 to 2 years' call Centre experience within a hotel environment. 
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook. 
• Working knowledge of Opera PMS. 
• Excellent telephone etiquette and customer service skills. 
• Strong verbal and written English communication skills. 
• Ability to multitask, manage pressure, and work in a fast-paced environment. 
• Strong interpersonal skills with the ability to work both independently and as part of a team. 
• Flexible approach to working hours and shifts. 

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.