ゲストエクスペリエンス エージェント / Guest Experience Agent

Job description

POSITION SUMMARY

**日本語スキル必須 / Japanese language skill is a must.**

ゲストのチェックイン/チェックアウト、客室予約、リクエスト、変更、キャンセルをすべて整理、確認、処理、実施する。支払いの確認、請求書の確認と調整。ルームキーの有効化、保管。ゲストのリクエストの処理とメッセージのリレー。緊急事態に備え、宿泊客全員の記録を残すためのリストを印刷する。ホテルのアメニティ、サービス、営業時間、近隣の観光地やアクティビティに関する案内や情報を提供する。前日の未解決のリクエストや問題をフォローアップし、解決する。デイリーレポートやログを作成し、確認する。コンピューターシステムで指定されたキャッシャーとクロージングレポートを完成させる。モーニングコールの依頼を受け、記録し、適切な部署に届ける。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し、満足いただくためのフォローアップを行う。シフトログ、デイリーメモブックを確認し、関連情報をログブックに記録する。正確、完全、かつ読みやすいメッセージの受信、記録、および中継を行う。ゲストが盗難にあった場合は、ロスプリベンション/セキュリティーに連絡する。ゲストのモーニングコール、スクリーニングコール、その他電話の発着信に関するリクエストを処理する。ゲスト宛に届いたメッセージ（ボイスメール、郵便物、ファックスなど）をゲストに伝え、必要であれば客室に届ける。ゲストからの電話、リクエスト、質問、相談に答え、記録し、処理する。正確、完全、かつ読みやすくメッセージを受け取り、記録し、伝える。ゲストのリクエストや問題をコンピューターに記録し、適切な担当者や部署（ベルパーソン、ハウスキーピングなど）に連絡し、ゲストのリクエストが満足のいくものであったかを確認する。ゲストがインターネットにアクセスできるようアシストする。

会社および、セーフティー・セキュリティーの規則や手順に従う；事故、怪我、安全ではない勤務状況があればマネージャーに報告する；セーフティーに関するトレーニングを完了する。制服や身だしなみは清潔かつプロフェッショナルであり、会社の機密情報の守秘義務を保持し、会社の資産を守る。会社のスタンダードに従って全てのお客様をお迎えし、サービスニーズを先読みして対応し、障害のある方をお手伝いし、心からの感謝の気持ちをお客様に伝える。明確でプロフェッショナルな言葉遣いで話す。職場での良好な人間関係を構築し、共通の目的に向けてチームをサポートし、他の従業員の関心事に耳を傾け、適切に対応する。クオリティーの高い期待とスタンダードを順守する。立つ・座る・歩くの長時間勤務。5キロ弱のものは一人で移動させる、持ち上げる、運ぶ、押す、引く、置く。監督者の指示に従い、その他の合理的な職務を遂行する。

 

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Review shift logs/daily memo books and document pertinent information in logbooks. Receive, record, and relay messages accurately, completely, and legibly. Notify Loss Prevention/Security of any guest reports of theft. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Assist guests with accessing the internet.

 

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; 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. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. 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 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 more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

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.