Guest Arrival Expert (Porter) Western Cape

Westin Hotels & Resorts is actively recruiting for a Guest Arrival Expert (Porter) position in Western Cape. This is an excellent opportunity for professionals in the Hospitality / Hotel / Restaurant sector looking to advance their careers.

• Experience Level: Not Specified • Educational Background: Others or equivalent • Industry Focus: Hospitality / Hotel / Restaurant • Location Preference: in Western Cape

The Guest Arrival Expert (Porter) position is an important role within the Hospitality / Hotel / Restaurant sector, offering meaningful career development and professional growth opportunities.

This role in Hospitality / Hotel / Restaurant offers valuable career progression opportunities aligned with your experience level and professional aspirations.

When applying for this Guest Arrival Expert (Porter) position, ensure your CV highlights: • Relevant experience matching the Not Specified requirement • Educational qualifications in line with Others • Specific achievements in the Hospitality / Hotel / Restaurant field • Any certifications or specialized training

The Hospitality / Hotel / Restaurant sector in South Africa continues to show strong demand for skilled professionals. This position represents a valuable opportunity in the current job market.

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First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience. No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time

Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust. Address guests' service needs in a professional, positive, and timely manner. 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. Assist other employees to ensure proper coverage and prompt guest service. Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. Thank guests with genuine appreciation and provide a fond farewell. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Stay up to date on the local area so that you are prepared to provide specific recommendations for guests. Communicate recommendations in a way that builds excitement and interest among guests and associates. Perform other reasonable duties as requested.

Guest Services

Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed. Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Manage access to technological devices within public spaces (e.g., television, remote control, computer, internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. Contact appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

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. Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

Communications

Speak to guests and co-workers using clear, appropriate and professional language. Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property. Talk with and listen to other employees to effectively exchange information. 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.

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.

Policies and Procedures

Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional. Follow company and department policies and procedures. Perform other reasonable job duties as requested by supervisors. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Protect the privacy and security of guests and coworkers.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Safety and Security

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Maintain awareness of undesirable persons on property premises. Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Communication

Speak to guests and co-workers using clear, appropriate and professional language. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Support all co-workers and treat them with dignity and respect.

Safety and Security

Complete appropriate safety training and certifications to perform work tasks. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow any local Training requirements & Guidance Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Maintain awareness of undesirable persons on property premises. Support all co-workers and treat them with dignity and respect.