Job Description

Description

Must have Japanese citizenship or Eligible work in Japan permit holder

POSITION SUMMARY

Contact appropriate individual or department (e.g. Sales Data Administration Accounting) as necessary to resolve guest calls requests or problems. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott including up-selling. Determine and give complimentaries to guests as gifts for their patronage (e.g. rewards points show tickets gift certificates). Promote awareness of brand image internally and externally. Process requests for redeeming Marriott Rewards points. Process all reservation requests changes and cancellations received by phone fax or mail. Enter Marriott Rewards information into appropriate software when taking guest reservations. Answer record and process all guest calls requests questions or concerns. Perform general office duties to support Sales & Marketing (e.g. filing sending emails typing faxing).

Assist management in training and motivating employees; serve as a role model. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Monitor the performance of others to ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Policies and Procedures

Follow company and department policies and procedures.

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.

Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.

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.

Thank guests with genuine appreciation and provide a fond farewell.

Communication

Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).

Provide assistance to coworkers ensuring they understand their tasks.

Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones 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.

Speak to guests and co-workers using clear appropriate and professional language.

Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.

Talk with and listen to other employees to effectively exchange information.

Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.

Assists Management

Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.

Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.

Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others

Develop and maintain positive and productive working relationships with other employees and departments.

Actively listen to and consider the concerns of other employees responding appropriately and effectively.

Support all co-workers and treat them with dignity and respect.

Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Physical Tasks

Enter and locate work-related information using computers and/or point of sale systems.

Read and visually verify information in a variety of formats (e.g. small print).

Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Sales

Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.

Rewards and Gift Certificates

Enter Marriott Rewards information into appropriate software when taking guest reservations.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

Manager

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