Tokyo Marriott International Full time

JOB SUMMARY

Responsible for the department's successful functioning, including answering all incoming calls professionally, taking room service orders, and resolving any issues promptly. Ensures agents' information is updated and tracks guest requests for improvement. Strives to enhance guest and employee satisfaction while optimizing departmental financial performance.

CANDIDATE PROFILE

Education and Experience

  • High school diploma or GED plus 2 years of experience in guest services or related area.
  • OR
  • 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field with no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

  • Manages day-to-day operations to meet customer expectations consistently.
  • Develops goals and plans, prioritizing work effectively.
  • Handles complaints, settles disputes, and negotiates with others.

Managing Projects and Policies

  • Implements customer recognition programs.
  • Tracks and reports guest issues.
  • Ensures guest requests are logged and oversees department finances.

Ensuring Exceptional Customer Service

  • Goes above and beyond to ensure customer satisfaction and retention.
  • Identifies trends in guest issues and provides guidance and coaching to meet guest needs.
  • Supervises staff for prompt and friendly service.

Supporting Management of Guest Service Team

  • Utilizes communication skills to lead, influence, and encourage team members.
  • Builds trust and cooperation among team members.
  • Manages day-to-day operations and supports human resource activities.

Additional Responsibilities

  • Provides information to supervisors and colleagues through various channels.
  • Analyzes information, evaluates results, and solves problems effectively.
  • Ensures department equipment is maintained and performs administrative duties.

Marriott International is an equal opportunity employer dedicated to hiring a diverse workforce and promoting an inclusive culture. Non-discrimination is our commitment on all protected bases.



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