POSITION SUMMARY

Using a keyboard, mouse, or trackball, you can update records, files, and reservations, and respond to guest inquiries by entering and retrieving data from computer databases. Use a computer, mail, or fax machine to send documents or information. Other than computers, use standard office equipment. Word processing, spreadsheet, database, or presentation software can be used to create letters, memos, and other documents. Handle both incoming and outgoing mail, including stamping dates on it and distributing it. Organize and file records, reports, and other documents using either a computer or paper system. Record office activities, business transactions, and other activities by compiling, copying, sorting, and filing them. Computers and/or point-of-sale systems are used to enter and locate work-related data.

Maintain the confidentiality of proprietary information, protect the assets of the company, adhere to all company policies and procedures, and keep your uniform and personal appearance clean and professional. Assist people with disabilities, welcome and acknowledge all guests in accordance with company standards, anticipate and address their service requirements, and express genuine gratitude to them. Prepare and review written documents accurately and thoroughly, communicate with others in a professional manner, and respond to phone calls in an appropriate manner. Work with others to build and maintain positive working relationships, assist the team in achieving common objectives, and listen to and respond appropriately to employee concerns. Without assistance, lift, carry, push, pull, and move objects weighing less than 10 pounds. As directed by supervisors, perform any other reasonable job responsibilities.

CRITICAL TASKS

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain a professional, hygienic, and clean uniform, as well as nametags and personal appearance that adhere to company guidelines.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Respond to guests’ service requirements in a positive, timely, and professional manner.
  Use brand or property-specific processes (such as LEARN, PLEASED, Guest Response, LEAP, and MYSTIQUE) to actively listen to and positively respond to guest questions, concerns, and requests to resolve issues, delight guests, and establish trust.
  Using the guest’s name whenever possible, smiling, making eye contact, and giving a friendly verbal greeting to each and every guest.
  Asking guests questions to learn more about their requirements and keeping an eye out for and responding to their preferences are two ways to anticipate the service needs of your guests.
  Offer sincere gratitude to guests and a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Using proper etiquette, you should answer the phone within three rings, smile when answering, use the caller’s name, transfer calls to the right person or department, ask permission before putting the caller on hold, take and relay messages, and let the caller end the call.
  Use language that is clear, appropriate, and professional when speaking to guests and coworkers.
  Draft and examine written documents, such as daily logs, business letters, memos, and reports, as well as proofread and edit written information to guarantee its completeness and accuracy.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Treat all of your coworkers with respect and dignity.
  Establish and maintain cooperative working relationships with other departments and employees.
  To foster a collaborative atmosphere and accomplish common objectives, collaborate with others and offer assistance.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• Computers and/or point-of-sale systems are used to enter and locate work-related data.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Documentation/Reporting

• Candidates must live within five kilometers of the district for which they are applying.

Computers/Software

• Utilize a computer to send documents or information.
  Using a keyboard, mouse, or trackball, enter and retrieve information from computer databases in order to update records, files, and reservations, and respond to guest inquiries.
• Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

Office Equipment

• Transmit information or documents using mail, or a facsimile machine.
• Other than computers, use telephones, typewriters, fax machines, calculators, and electronic peripherals as standard office equipment.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning

Interpersonal Skills

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

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Writing
• Listening
• Applied Reading

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Initiative
• Stress Tolerance
• Adaptability/Flexibility

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

General Administration

• Typing

Computer Software

• Microsoft Office

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

a minimum of one year of relevant work experience

Supervisory Experience

Marriott International is an equal-opportunity employer and requires no prior supervisory experience. We support maintaining an inclusive, people-first culture and hiring a diverse workforce. We are committed to not discriminating against anyone on any protected basis, including veteran status, disability, or any other legal basis.

• With over 90 hotels in South Africa, Zambia, Nigeria, Namibia, Ghana, Tanzania, and Uganda, Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the continent’s most well-known hospitality brands. Join the Protea Hotels by Marriott® team today if you want to be a part of the “Coolest Hotel Brand in South Africa” and have a passion for providing each guest with a personalized service experience.

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