Guest Experience Expert (JNR Front Desk Agent) – Johannesburg Marriott Hotel Melrose Arch
Vacancy Overview
Job Title: Guest Experience Expert (JNR Front Desk Agent)
Company: Marriott International / Marriott Hotels
Hotel: Johannesburg Marriott Hotel Melrose Arch
Location: Melrose Arch, Johannesburg, Gauteng, South Africa
Employment Type: Not specified in the information provided
Job ID: Not specified in the supplied advert
Career Area: Rooms & Guest Services Operations
Education: High School Diploma / G.E.D. equivalent
Related Work Experience: No related work experience required
Supervisory Experience: No supervisory experience required
Licence/Certification: None required
Salary: Not specified
Closing Date: Not specified
About the Opportunity
The Johannesburg Marriott Hotel Melrose Arch is seeking a Guest Experience Expert (JNR Front Desk Agent) to become part of its guest services team.
This position goes beyond simply checking guests into and out of the hotel. The Guest Experience Expert plays an important role in creating a memorable and personalised experience throughout a guest’s stay. The successful candidate will interact directly with guests, respond to their needs, process operational transactions, provide information about the property and surrounding area, and work with different hotel departments to ensure that guest requests are handled efficiently.
This is an excellent opportunity for someone who wants to enter or develop a career in the hospitality industry, particularly because the advert states that no related work experience and no supervisory experience are required.
Job Purpose
The Guest Experience Expert is responsible for delivering friendly, professional and efficient guest service throughout the entire hotel experience.
The role includes front-desk operations such as check-ins and check-outs, processing payments, handling guest requests, arranging transportation, responding to questions, maintaining records and reports, and providing recommendations about local attractions and services.
The successful candidate will be expected to take initiative, anticipate guest needs and help turn routine hotel transactions into positive guest experiences.
Key Duties and Responsibilities
Guest Relations
- Welcome and acknowledge every guest with a friendly greeting, smile and eye contact.
- Use guests’ names where possible to create a personalised experience.
- Listen actively and respond positively to questions, concerns and requests.
- Address guest service needs professionally, positively and promptly.
- Anticipate guest needs by asking appropriate questions and paying attention to preferences.
- Follow up with guests to ensure their requests or problems have been resolved satisfactorily.
- Thank guests sincerely and provide a positive farewell.
- Assist guests with disabilities according to applicable guidelines.
- Provide recommendations about local attractions, services, activities and events.
- Communicate recommendations in a way that creates excitement and interest.
Check-In and Check-Out
- Confirm guest reservations using the hotel’s computer/PMS systems.
- Verify guest identity and obtain valid payment before issuing room keys.
- Assign rooms and issue keys according to hotel procedures.
- Process guest check-outs, including express check-outs.
- Resolve late or disputed charges.
- Settle guest accounts and retrieve room keys.
- Request feedback or comments regarding guests’ stays.
- Monitor changes in room status, including early departures, late check-outs, transfers and unexpected extensions.
- Coordinate group check-in and pre-registration procedures.
- Sell available rooms to guests without reservations.
- Verify and adjust guest billing when required.
Guest Services
- Arrange taxis, shuttle buses and other transportation for guests and visitors.
- Record advance transportation requests.
- Contact Bell, Housekeeping, Engineering, Security/Loss Prevention or other relevant departments when necessary.
- Respond to guest calls and requests.
- Assist guests with basic troubleshooting for technological equipment in public areas.
- Provide information about property services and surrounding attractions.
- Assist with special arrangements such as entertainment, shopping, sporting events, dry cleaning, babysitting and other guest services.
Communication
- Communicate clearly and professionally with guests and colleagues.
- Answer telephone calls according to Marriott standards.
- Transfer calls to the appropriate department or person.
- Take and relay messages accurately.
- Assist colleagues by ensuring they understand their tasks.
- Maintain professional communication at all times.
Reports and Recordkeeping
- Run daily arrival and departure reports.
- Identify special guest requests and check reports for accuracy.
- Run credit-card authorisation reports and identify discrepancies.
- Review shift logs and daily memo books.
- Record important information in appropriate logbooks.
- Print contingency guest lists for emergency situations.
Cash Handling
- Process room charges, cash, cheques, debit and credit-card payments.
- Process adjustment vouchers, paid-outs, correction vouchers and miscellaneous charges.
- Count the cash bank at the beginning and end of shifts.
- Ensure adequate change is available.
- Balance and deposit receipts according to Accounting procedures.
- Follow manual authorisation procedures when systems are unavailable.
- Secure the cash bank appropriately.
Safety and Security Responsibilities
The Guest Experience Expert must maintain awareness of safety and security throughout the property.
Responsibilities include:
- Following property-specific emergency procedures.
- Responding appropriately to evacuations, medical emergencies and natural disasters.
- Reporting workplace accidents and injuries immediately.
- Identifying unsafe conditions and reporting them to management or relevant safety personnel.
- Remaining alert to undesirable persons on the property.
- Protecting the privacy and security of guests and colleagues.
- Protecting company equipment, tools and other assets.
Minimum Requirements
Education
- High School Diploma or G.E.D. equivalent.
Experience
- No related work experience required.
- No supervisory experience required.
Licence/Certification
- None required.
This makes the role particularly suitable for candidates looking to enter the hospitality industry or build their first experience in hotel guest services.
Skills and Personal Attributes
The ideal candidate should be:
- Friendly and approachable.
- Customer-service oriented.
- Professional and well presented.
- An effective verbal communicator.
- Comfortable interacting with different types of guests.
- Able to work effectively as part of a team.
- Attentive to detail.
- Able to maintain confidentiality.
- Positive and solution-focused.
- Comfortable using computers and point-of-sale systems.
- Able to remain professional when handling guest concerns.
- Willing to take initiative and assist beyond routine tasks.
Knowledge of the local Johannesburg area would also be valuable because the role requires providing guests with recommendations and information about local attractions and services.
Physical Requirements and Working Environment
The position requires an active, hands-on approach to hotel operations. Employees may be required to stand, sit or walk for extended periods or throughout an entire work shift.
The role also requires the ability to move, lift, carry, push, pull and place objects weighing up to 10 pounds (approximately 4.5 kg) without assistance.
Employees must be able to enter and locate work-related information using computers and/or point-of-sale systems and read and verify information in different formats.
Marriott International Workplace Commitment
Marriott International is committed to being an equal opportunity employer. The company promotes an inclusive environment where different backgrounds, cultures, talents and experiences are valued.
Marriott is committed to non-discrimination on protected grounds, including disability, veteran status and other applicable legally protected characteristics.
Why Consider This Opportunity?
The Guest Experience Expert (JNR Front Desk Agent) position provides an opportunity to develop practical experience in hotel operations, guest relations, front-desk administration, cash handling and customer service.
Importantly, previous related work experience is not required, and applicants do not need supervisory experience. Candidates who have the required high-school-level education and strong customer-service qualities can therefore consider applying.
The role can provide valuable exposure to multiple areas of hospitality while allowing employees to develop communication, problem-solving, administrative and guest-service skills within the Marriott Hotels environment.
Application Information
Position: Guest Experience Expert (JNR Front Desk Agent)
Hotel: Johannesburg Marriott Hotel Melrose Arch
Location: Johannesburg, Gauteng
Employment Type: Not specified in the supplied information
Salary: Not specified
Closing Date: Not specified
Applicants should use the official Marriott International careers platform to search for the Guest Experience Expert (JNR Front Desk Agent) – Johannesburg Marriott Hotel Melrose Arch vacancy and follow the application instructions provided there.
Quick Summary
| Category | Details |
|---|---|
| Position | Guest Experience Expert (JNR Front Desk Agent) |
| Hotel | Johannesburg Marriott Hotel Melrose Arch |
| Company | Marriott International / Marriott Hotels |
| Location | Melrose Arch, Johannesburg, Gauteng |
| Career Area | Rooms & Guest Services Operations |
| Education | High School Diploma / G.E.D. equivalent |
| Related Experience | Not required |
| Supervisory Experience | Not required |
| Licence/Certification | None |
| Main Focus | Guest relations, front desk, check-in/out, payments & guest services |
| Salary | Not specified |
| Employment Type | Not specified |
| Closing Date | Not specified |