Job Information
Marriott F&B Service Expert - Hostess in Cape Town, South Africa
Additional Information
Job Number 26047517
Job Category Food and Beverage & Culinary
Location The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa, 8000 VIEW ON MAP (https://www.google.com/maps?q=The%20Westin%20Cape%20Town%2C%20Convention%20Square%2C%20Cape%20Town%2C%20South%20Africa%2C%20South%20Africa%2C%208000)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
JOB SUMMARY
Reporting to the Food and Beverage Management, the successful candidates will be required to manage the hostess desk/ area and enhance the guest experience whilst providing exceptional service. Be a Westin Ambassador and maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.
CANDIDATE PROFILE
Education and Experience
Hospitality qualification advantageous
1- 2 years’ relevant experience in a similar position within a 5-star hotel environment
Well-groomed appearance as per company standards at all times
Professional and pleasant disposition
Professional telephone, communication and email etiquette
People centric with a strong focus on the Guest experience
Proficient in MS Office (Word, Excel, Outlook)
Problem solving, decision making and conflict resolutions skills
Ability to work within a pressurized environment
Ability to use Initiative and be proactive and self-driven
Ability to work without supervision and within a team
Attention to detail pertaining to area of responsibility
Required to work rostered shifts and irregular hours as per operational requirements
Flexible working hours as well as available to work weekends , Public holidays, opening and closing shifts when rostered as per operational requirements
CRITICAL WORK ACTIVITIES
Ensure that the standards of service excellence and guest satisfaction are met and maintained
Identify and anticipate the needs of your guests
Acknowledge guest professionally upon arrival
Anticipate guests' service needs
Comply with COVID safety policies and protocols
Ensure guest comply with COVID policies and protocols
Be safety conscious and aware of safety risks within your environment
Protect the privacy and security of guests and coworkers.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
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.
Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
Monitor restaurant for seating availability, service, safety, and well-being of guests.
Ensure work station is prepped and ready for services timeously
Perform other duties as and when required
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.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Maintain awareness of undesirable persons on property premises.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Maintain confidentiality of proprietary materials and information.
Follow company and department 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.
Guest Relations
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
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.
Address guests' service needs in a professional, positive, and timely manner.
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.
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).
Assist other employees to ensure proper coverage and prompt guest service.
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.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Exchange information with other employees using electronic devices (e.g., cell/mobile phones, earpieces, pagers and two-way radios, email).
Working with Others
Support all co-workers and treat them with dignity and respect.
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.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.
Enter and locate work-related information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Greet/Escort Guests
- Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
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.
Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
VIP/Concierge Services
Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Respond to special requests from guests/residents with unique needs.
Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
General Concierge - Club Level
Monitor club lounge for seating availability, service, safety, and well-being of guests.
Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and everything is in working order.
Clean and reset tables after guests depart.
Bus and wipe down tables in club lounge.
Check in with guests to ensure satisfaction with food or beverages
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.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.