Guest Services Agent

Job description

**Must have Japanese citizenship or Eligible work in Japan permit holder

POSITION SUMMARY

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.

すべてのゲストのチェックイン、チェックアウト、部屋の割り当て、部屋変更やレイトチェックアウトのリクエストを処理します。支払いを確保し、ルームキーをアクティブ化または再発行します。料金が市場コードと一致していることを確認し、例外を文書化します。ゲストの請求書を確認・調整します。ゲストが利用可能な部屋を待っている場合、適切なスタッフに連絡します。ゲストにメッセージを通知します。コンピュータシステムで出発をクリアします。ハウスキーピングと連携して部屋の状況やゲストの懸念を追跡します。ゲストの書類や文書をファイルします。電話交換機を操作します。日報、緊急リスト、クレジットカード承認レポートを確認・実行します。ゲストに方向案内や情報を提供します。ゲストからのすべての電話、リクエスト、質問、懸念を受け付け、記録し、処理し、満足が得られるまでフォローアップします。ゲストや訪問者のための交通手段を手配します。シフトの始まりと終わりに銀行を数え、安全に保管します。ゲストの小切手を現金化し、すべての支払い方法、バウチャー、支払い処理、請求を行い、お釣りを提供します。窃盗の報告があった場合、ロス・プリベンション/セキュリティに通知します。

Follow 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 guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. 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.