Marriott International
At Protea Hotel Johannesburg Wanderers, we are looking for a dynamic Guest Experience Supervisor to lead and inspire our guest services team. If you are passionate about delivering exceptional service and enjoy overseeing day-to-day operations in a fast-paced environment, this is the perfect opportunity for you!
As a Guest Experience Supervisor, you will play a pivotal role in ensuring every guest receives a personalized, high-quality service experience. You will be responsible for managing the check-in process, overseeing guest requests, training and coaching staff, and ensuring the hotel’s standards are upheld. Join the Protea Hotels by Marriott® team, one of the most recognized hospitality brands in Africa, and become part of our mission to provide outstanding hospitality.
Key Responsibilities
As the Guest Experience Supervisor, your daily responsibilities will include:
🏨 Guest Check-In and Service Excellence
🔹 Oversee the check-in process for all guests, ensuring smooth and efficient service.
🔹 Verify guest identity, process payment, assign rooms, and issue room keys with attention to detail.
🔹 Address and resolve guest requests and concerns promptly, ensuring all needs are met to exceed expectations.
🎓 Staff Coaching and Development
🔹 Assist in training, evaluating, and motivating guest service associates.
🔹 Act as a role model by demonstrating high standards of guest service and professionalism.
🔹 Promote the Guarantee of Fair Treatment/Open Door Policy and foster an inclusive work environment.
📈 Operational Management
🔹 Compile, review, and manage daily reports and contingency lists to ensure smooth hotel operations.
🔹 Ensure accurate billing and payment collection, following all Accounting procedures.
🔹 Perform end-of-shift tasks, including balancing receipts, cash drops, and securing payment transactions.
🔒 Security and Safety
🔹 Notify Loss Prevention/Security of any reports of theft or safety incidents.
🔹 Ensure compliance with safety training, reporting any unsafe work conditions immediately to the management.
🔹 Maintain confidentiality of proprietary information and protect the hotel’s assets.
🌍 Guest Relations and Satisfaction
🔹 Ensure all guests receive personalized service, accommodating specific requests and making them feel welcome.
🔹 Assist guests with directions, property information, and provide any requested services.
🔹 Follow up with guests to confirm their needs have been met and deliver outstanding service.
Preferred Qualifications
🎓 Education:
🔹 A high school diploma or G.E.D. equivalent is required.
💼 Related Work Experience:
🔹 At least 1 year of experience in a supervisory role in guest services or a similar hospitality setting.
🔹 Prior experience in a hotel or customer-facing role is highly advantageous.
🛠️ Skills and Competencies:
🔹 Strong communication skills with a focus on customer satisfaction.
🔹 Ability to manage teams effectively and create a positive work culture.
🔹 Experience in using hotel management software/POS systems.
🔹 Ability to lift and carry objects weighing up to 10 pounds.
Why Work at Protea Hotels by Marriott?
Joining Protea Hotels by Marriott® means becoming part of a global hospitality leader. As a Guest Experience Supervisor, you will receive the support and resources needed to excel in your role, with opportunities for growth and advancement.
💼 Competitive Salary and Benefits
🎓 Training and Development Opportunities
🌱 Career Growth and Progression within Marriott
💡 Dynamic Team Environment fostering teamwork and innovation
Be where you can do your best work, begin your purpose, and belong to an amazing global team. At Protea Hotels, we value excellence and are committed to providing the best service for our guests while ensuring a fulfilling career for our team members.
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TIPS for CV related to this post
To make your CV stand out when applying for the Guest Experience Supervisor role at Protea Hotel Johannesburg Wanderers, consider these tips:
✔️ Highlight Supervisory Experience: Make sure your CV showcases your experience in managing teams, particularly in customer service or hospitality settings. Employers look for candidates who can motivate, train, and mentor their teams effectively.
✔️ Customer Service Focus: Emphasize your passion for guest service. Include examples of how you’ve handled customer requests, resolved issues, and delivered personalized service.
✔️ Operational Skills: Include any experience you have with hotel management systems, financial procedures, and ensuring quality standards are met.
✔️ Professionalism and Communication: Demonstrate your ability to communicate clearly and professionally, both in writing and verbally. This is crucial in managing guest interactions and internal team communications.
✔️ Attention to Detail: Highlight your ability to manage reports, bills, and check-in/check-out processes with accuracy and efficiency.
✔️ Safety & Security: If you have experience working with safety protocols or handling security issues, be sure to mention it, as this will be valued in this role.
Good luck with your application!
