Marriott International

Manages and franchises hotels around the world

Executive Lounge Concierge

Hotel Guest ServicesUpdated on Nov 11

Full-timeTokyo, JapanNo salary listedIn-person

About the Job

Requirements

At least 1 year of related work experience is preferred.
A high school diploma or GED equivalent is preferred.
Applicants must have a valid work visa for Japan or be eligible to work in Japan.
No supervisory experience is required.
No license or certification is required.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Follow company policies and procedures, maintain a clean and professional uniform and personal appearance, maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and express appreciation.
Communicate clearly and professionally, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships, support team goals, and listen and respond appropriately to employee concerns.
Comply with quality assurance expectations and standards.

Responsibilities

Assist guests with pre-arrival arrangements, arrival and check-in, guest activities and experiences, problem resolution, and departure and check-out.
Conduct pre-arrival calls, arrange amenities, and handle guest arrival requests; record guest preferences and traces in the computer system, and make pre-departure calls.
Perform front-office duties, including check-in and check-out, preparing arrival packets and departure folios, completing audit checklists, preparing and distributing welcome packages, processing billing, and administrative duties.
Respond to requests for visitor information, special arrangements, activities, and services such as transportation, reservations, and dry cleaning by arranging services or identifying providers.
Respond to guests’ special requests and follow up to promote satisfaction.
Provide information about the property, surrounding amenities, special events, and activities.
Answer, record, and process calls, messages, requests, questions, and concerns; contact the appropriate individual or department to resolve them.
Understand and assist with reservation services.
Assist owners with bell and valet services when they request their vehicles.
Perform Lobby Ambassador tasks.
Enhance guests’ food and beverage experience by understanding offerings and using wine and cordial expertise; serve food and beverages, clean and maintain the area, and maintain inventory.
Report incidents, accidents, injuries, and unsafe work conditions to a manager, and complete safety training and certifications.
Perform other reasonable job duties as requested.

POSITION SUMMARY

Applicants should have a valid work visa for Japan or be eligible to work in Japan.

Assist guests with the pre-arrival process, arrival/check-in, guest activities/experiences, problem resolution and guest departure/check-out. Conduct pre-calls to arriving guests, make pre-arrival arrangements, amenity orders, and handle any other guest arrival requests. Review and log preferences/traces in computer system. Contact guests for pre-departure calls. Handle Front Office duties, including check-in/check-out, prepare arrival packets and departure folios, perform audit checklists, prepare and distribute welcome packages, process billing and perform administrative duties. Respond to requests for visitor information, special arrangements, activities or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to promote satisfaction. Gather, summarize, and provide information about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Engineer, Bell person, Housekeeping) as necessary to resolve call, request, or problem. Understand and assist with reservation services. Assist with Bell/valet services for owners when requesting their vehicles. Perform Lobby Ambassador tasks. Enhance guests’ food and beverage (F&B) experience through an understanding of F&B offerings and wine/cordial expertise and duties including, but not limited to serving F&B to guests, cleaning/maintaining the area, maintaining inventory.

Report any incidents, accidents, injuries, and unsafe work conditions to manager, and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. 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.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

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 celebrated. Our 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.

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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