Guest Experience Expert Role in Durban | Apply Now!

Company: Protea Hotels by Marriott®
Address: 15 Umhlanga Ridge Drive, Umhlanga Ridge, Durban, 4319, South Africa
Job Location: Umhlanga Ridge, Durban, KwaZulu-Natal
Reference: 25190011
Job Type: Full-time
Career Area: Rooms & Guest Services Operations

🌟 Position Summary

Protea Hotels by Marriott® is looking for an enthusiastic Guest Experience Expert to join the vibrant team at Fire & Ice! Durban Umhlanga Ridge. In this role, you will do more than check guests in and out—you will create a memorable, personalized experience for every guest.

From assisting with operational needs, responding to guest requests, and completing reports, to highlighting local attractions, your role ensures that every interaction enhances the guest experience. You will be empowered to take initiative, solve problems, and create positive impressions that leave guests wanting to return.

📌 Key Responsibilities

✔ Welcome guests and manage check-in/check-out efficiently and warmly
✔ Respond to guest requests and ensure operational needs are met promptly
✔ Provide local information and recommendations to enrich the guest experience
✔ Complete administrative tasks, reports, and communications accurately
✔ Maintain a safe, clean, and professional environment for both guests and staff
✔ Handle light physical tasks including moving, lifting, or carrying objects ≤10 pounds
✔ Uphold company policies, quality standards, and confidentiality at all times

🎯 Preferred Qualifications & Skills

• High school diploma or GED equivalent

• Related work experience in hospitality or customer service

• Excellent interpersonal, communication, and problem-solving skills

• Professional appearance and strong service orientation

• Ability to work on feet for extended periods and take initiative

• No supervisory experience required

• Ability to adhere to company policies and procedures

🎁 Why Join Protea Hotels by Marriott®?

• Be part of Africa’s leading hospitality brand, with over 60 hotels across the continent

• Join a global portfolio under Marriott International with opportunities for growth

• Work in a dynamic and inclusive environment that values diversity and unique talents

• Deliver personalized, high-quality service to every guest

• Gain exposure to professional development opportunities within the hospitality industry

📝 CV Tips for this Role

1. Highlight Customer Service Experience: Emphasize any hospitality or guest-facing roles, detailing responsibilities and achievements.

2. Show Problem-Solving Skills: Include examples of resolving guest issues or improving experiences.

3. Focus on Interpersonal Skills: Communication, teamwork, and professionalism are key—demonstrate these clearly.

4. Mention Flexibility and Initiative: Highlight instances of taking ownership, managing tasks independently, or handling unexpected situations.

5. Detail Relevant Education: Include high school diploma or equivalent and any certifications relevant to hospitality.

6. Professional Presentation: Ensure your CV reflects professionalism in layout, grammar, and tone—important for a customer-facing role.