Job Information
Marriott At Your Service Supervisor in Yokohama, Japan
Job Number 24080382
Job Category Rooms & Guest Services Operations
Location The Westin Yokohama, 4-2-8 Minatomirai, Yokohama, Kanagawa, Japan
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
**Must have Japanese citizenship or Eligible work in Japan permit holder
Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information.
すべてのゲストからの電話、リクエスト、質問、懸念に答え、記録し、処理する。ゲストからの電話、リクエスト、問題を解決するために、適切な個人または部署に連絡する。未解決のリクエストをフォローアップし、確実に解決する。ゲストにメッセージを伝える。請求書を確認し、調整する。電話交換機を操作する。通話中または未回答の回線をモニターし、保留中の通話者に状況を確認し、メッセージを取る。客室のメッセージランプの点灯と消灯。インターネット接続に問題があるお客様をインターネットサービスプロバイダのカスタマーサポートに転送する。クレジットカード、コーリングカード、長距離電話、コレクトコール、海外通話、個人間通話のアシスト。ゲストのリクエスト、インシデント、調整、コメントカードをコンピューターに記録し、適切な追跡と文書化を可能にする。ゲストに道順やホテル情報を提供する。
Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. 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.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.