Job Number 24111718

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, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

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。電話交換機を操作する。モーニングコール、スクリーニングコール、非通知、転送、電話会議、TDDリレーコール、登録されていないゲストコールのリクエストを処理する。受信したメッセージをゲストに伝える。通話中または応答がない回線を監視し、保留中の発信者に状況を確認し、伝言を承る。正確に、完全に、読みやすくメッセージを受け取り、記録し、伝える。客室の伝言ランプを適切に作動／停止させる。宿泊客にインターネットへのアクセス方法を説明し、問題がある場合はプロバイダーのカスタマーサポートに転送する。通信機器をテストし、正常に動作することを確認する。ユニークなニーズを持つゲストからの特別なリクエストに対応する。ゲストの電話、リクエスト、問題を解決するために、必要に応じて適切な個人または部署に連絡する。ゲストの要望や問題が満足のいくものであったことを確認するため、ゲストのフォローアップを行う。必要に応じてベルスタッフやバレースタッフを派遣する。

Follow all 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 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. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. 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.

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: 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 global​team, and become the best version of you.