Marriott International

Manages and franchises hotels around the world

Rooms Reservations Agent

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeMinato City, Tokyo, JapanNo salary listedIn-person

About the Job

Requirements

Preferred education is a high school diploma or GED equivalent.
No related work experience is required.
No supervisory experience is required.
Japanese language proficiency at JLPT N2 level or equivalent is preferred.
Handle confidential and proprietary information and protect the privacy and security of guests and coworkers.
Communicate clearly and professionally, including answering telephones with appropriate etiquette.
Be able to move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.

Responsibilities

Process reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guests’ reservation needs and determine appropriate room types.
Verify room-type availability and rates; explain guarantee, special-rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities, services, and room accommodations.
Use sales techniques to maximize revenue.
Input and access data in the reservation system.
Enter the correct codes and rates for special reservation types, including complimentary rooms, employee discounts, travel-agent inspection rates, and wholesale reservations.
Follow escalation procedures when addressing guest concerns.
Follow company policies and procedures; maintain a clean and professional uniform and personal appearance; and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Develop and maintain positive working relationships, support the team in reaching common goals, and listen and respond appropriately to other employees’ concerns.
Comply with quality-assurance expectations and standards.
Perform other reasonable job duties as requested by supervisors.

Desired Qualifications

Demonstrate hospitality-focused service and build positive relationships with internal and external stakeholders while collaborating as part of a team to achieve shared goals.
Act with integrity, adapt flexibly to changing situations, and build trust through professional communication.

職務概要（POSITION SUMMARY）

電話・FAX・メールなどを通じて寄せられる宿泊予約の受付、変更、キャンセル対応を担当します。お客様のご要望を丁寧にヒアリングし、ニーズに合わせた客室タイプや料金プランをご提案します。

客室の空室状況および料金を確認し、予約保証、特別料金、キャンセルポリシーなどをご案内するとともに、特別なリクエストにも柔軟に対応し、適切に管理します。また、ホテルの施設・サービスや客室に関するお問い合わせに対して、正確かつホスピタリティあふれるご案内を行います。

収益最大化につながるセールススキルを活用しながら、お客様に最適な滞在体験をご提案します。予約システムへのデータ入力・管理を行い、無料宿泊、従業員割引、旅行会社向け料金、団体・卸売予約などの各種予約について、適切なコードおよび料金設定を登録します。

また、お客様からのご意見やご要望に対しては、定められたエスカレーション手順に沿って迅速かつ適切に対応し、高品質なゲストサービスの提供に努めます。

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

お客様へのおもてなしを大切にし、ホスピタリティあふれるサービスを提供できる方を歓迎します。社内外の関係者と良好な関係を築きながら、チームの一員として協力し、共通の目標達成に向けて主体的に行動できる方を求めています。また、高い倫理観を持って機密情報や個人情報を適切に取り扱い、ブランドが定めるサービス基準や品質基準を理解・実践できることが重要です。さらに、変化する状況にも柔軟に対応し、プロフェッショナルなコミュニケーションを通じて周囲と信頼関係を構築できる方を歓迎します。

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. 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; 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. Comply with quality assurance expectations and standards. 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: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: Japanese language proficiency at JLPT N2 level or equivalent preferred

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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