Front Office - Guest Relations Officer (Japan Market)

POSITION SUMMARY

Conduct tours of local areas, explaining local points of interest. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Identify and explain room features to guests. Ensure guests’ needs are met, including special requests. Arrange transportation for guests/visitors. Accept and record wake-up call requests. Communicate VIP arrivals to designated personnel. Greet and escort VIPs. Process, organize and coordinate check-ins, check-outs, room assignments/requests/changes, reservations and cancellations; secure payment. Run and review shift logs/daily memo books. Log all guest requests, incidents, adjustments and comment cards into computer. Prepare and send faxes to appropriate personnel and guests. Coordinate delivery of packages and/or boxes to the proper meeting room or guest room. Communicate parking procedures to guests/visitors.

Follow company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; 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. Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a role model. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Enter and locate information using computers and/or POS systems. 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.

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.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.