At Your Service Supervisor - The Cape Town EDITION Hotel (Pre-opening)

POSITION SUMMARY

Answer, record, and process all guest requests, questions,
or concerns via telephone, email, chat, and mobile communication devices.
Operate telephone switchboard, process guest requests for wake-up calls,
and connecting and directing calls to the appropriate extension. Receive,
record, and relay messages accurately. Log all guest requests or issues into
computer, contact appropriate individual or department (e.g., Bellperson,
Housekeeping), and follow up with guest to ensure their request has
been resolved to their satisfaction. Provide information to guests about room
features, property amenities, and local areas of interest.

May process food & beverage orders, answer questions on menu selection
and record transactions in point-of-sale system. Assist guests with accessing
internet and guestroom entertainment. Follow up with guests to ensure their
requests or problems have been met to their satisfaction. Communicate parking
procedures to guests/visitors.

Assist management
in training, motivating, and coaching employees; and serve as a role model.
Report accidents, injuries, and unsafe work conditions to manager; and maintain
awareness of undesirable persons on property premises.

Follow all company policies and procedures, ensure uniform and personal
appearance are clean and professional, maintain confidentiality of proprietary
information, and protect company assets. 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,
and answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others, and support team to reach common goals.
Comply with quality assurance expectations and standards.

Read and visually verify information in a variety of formats; stand, sit,
or walk for an extended period of time. Move, lift, carry, push, pull, and place
objects weighing less than or equal to 10 pounds without assistance. Perform
other reasonable job duties as requested by Supervisors.

Safety and Security

• Follow property specific procedures
  for handling emergency situations (e.g., evacuations, medical emergencies,
  natural disasters).
• 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.
• Report work related
  accidents, or other injuries immediately upon occurrence
  to manager/supervisor.
• Maintain awareness of undesirable persons
  on property premises.

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
  by Supervisors.
• Comply with quality assurance expectations
  and standards.

Guest Relations

• Welcome
  and acknowledge each and every guest with a smile, eye contact, and a friendly
  verbal greeting, using the guest's name when 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,
  MYSTIQUE) to resolve issues, delight, and build trust.
• 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.
• Address guests' service needs in
  a professional, positive, and timely manner.
• Assist other employees
  to ensure proper coverage and prompt guest service.
• 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).
• Advise guest of any
  messages (e.g., voicemail, mail, faxes) received for them, and send to room if
  required.
• Supply guests/residents with directions and information
  regarding property amenities, services, and hours of operation, and local areas
  of interest and activities.
• Process food & beverage orders, answer
  questions on menu selection; record transactions in point-of-sale system,
  process payment and run cashier reports at end of shift.

Communication

• Speak to guests and co-workers using clear,
  appropriate and professional language.
• 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.
• Talk with and listen to other employees to effectively
  exchange information.
• Exchange business related information with other
  employees using electronic devices (e.g., mobile communication devices, email,
  and chat).
• Provide assistance to coworkers, ensuring they understand
  their tasks.

Assists Management

• Coordinate tasks
  and work with other departments to ensure that the department runs
  efficiently.
• Assign and ensure work tasks are completed on time
  and that they meet appropriate quality standards.
• 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.

Working with Others

• Develop and maintain positive and productive
  working relationships with other employees and departments.
• Handle
  sensitive issues with employees and/or guests with tact, respect, diplomacy,
  and confidentiality.
• Partner with and assist others to promote
  an environment of teamwork and achieve common goals.
• Support all
  co-workers and treat them with dignity and respect.
• Actively listen
  to and consider the concerns of other employees, responding appropriately
  and effectively.

Physical Tasks

• 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.
• Read and visually verify information in a variety of formats
  (e.g., small print).
• Move, lift, carry, push, pull, and place objects
  weighing less than or equal to 10 pounds without assistance.

Communications

• Operate telephone switchboard station in order
  to answer telephone calls.
• Process guest requests for wake-up calls,
  screening calls, do not disturb, call forwarding, conference calls, TDD relay
  calls, and non-registered guest calls.
• Instruct guests on how to access
  the internet (e.g., dial-up, broadband, wireless).
• Monitor busy
  or unanswered lines, check back with callers on hold to update status, and offer
  to take a message.
• Activate and deactivate guest room message lights
  as appropriate.
• Transfer guests with internet access issues to
  the internet service provider's customer support line.

Guest
Services

• Contact appropriate individual or department (e.g.,
  Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention)
  as necessary to resolve guest call, request, or problem.
• Receive,
  record, and relay messages accurately, completely, and legibly.
• Follow
  up with guests to ensure their requests or problems have been met to their
  satisfaction.
• Answer, record, and process all guest calls, requests,
  questions, or concerns.

Parking

• Communicate parking
  procedures to guests/visitors.
• Dispatch bell staff or valet staff
  as needed.

Analytical Skills

• Computer Skills
• Decision-Making

Interpersonal
Skills

• Customer Service Orientation
• Diversity
  Relations
• Interpersonal Skills
• Team Work

Communications

• Communication
• Listening


• Telephone Etiquette Skills
• English Language Proficiency


• Electronic Communication
• Applied Reading
• Writing

Personal Attributes

• Dependability
• Positive
  Demeanor
• Presentation
• Integrity

Organization

• Multi-Tasking

Education

Matric

Related Work Experience

At least 2 year
of related work experience

Supervisory
Experience

1 year supervisory experience
is required

But to create this magical experience, we need
you. We are looking for outgoing, authentically amazing people who are looking
for a place to work that inspires them, challenges them and makes them proud
to come to work. A place where service comes from the heart, not from
a handbook.

A place that delivers a never-ending theatrical performance that continuously
delights and enchants each and every one of our guests.

We
invite you to join us today. In joining EDITION, 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.