Agent-guest Services - Japanese Speaker Job at Marriott Bonvoy (Tokyo)

Agent-guest Services - Japanese Speaker

Marriott Bonvoy

Location:
Japan , Tokyo

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, 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.

Requirements:

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor
Follow company and department safety and security policies and procedures
Maintain awareness of undesirable persons on property premises
Follow property specific procedures for handling emergency situations
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
Protect the privacy and security of guests and coworkers
Maintain confidentiality of proprietary materials and information
Follow company and department policies and procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
Perform other reasonable job duties as requested by Supervisors
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
Address guests' service needs in a professional, positive, and timely manner
Thank guests with genuine appreciation and provide a fond farewell
Provide assistance to individuals with disabilities
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Assist other employees to ensure proper coverage and prompt guest service
Answer telephones using appropriate etiquette
Speak to guests and co-workers using clear, appropriate and professional language
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property
Provide assistance to coworkers, ensuring they understand their tasks
Talk with and listen to other employees to effectively exchange information
Exchange information with other employees using electronic devices
Support all co-workers and treat them with dignity and respect
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Develop and maintain positive and productive working relationships with other employees and departments
Partner with and assist others to promote an environment of teamwork and achieve common goals
Actively listen to and consider the concerns of other employees, responding appropriately and effectively
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
Activate room keys using electronic key machine and reissue new room keys to guests as necessary
Ensure rates match market codes and that any exceptions are documented and include an explanation
Secure valid form of payment prior to issuing room key
Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay
Accommodate requests for room changes when possible
Communicate to appropriate staff that there are guests that are waiting for an available room
Verify and adjust billing for guests
Set up accurate accounts for each guest upon check-in according to their requirements
Assign room according to guest request and preferences whenever possible
Ask for and enter Marriott Rewards information when taking reservation or checking guest in
Advise guest of any messages received for them, and send to room if required
Keep track of changes in room status for Housekeeping
Clear departures in computer system to document that rooms are no longer occupied
Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns
Review requests for late check-outs and approve according to occupancy
File guest paperwork or documentation
Operate telephone switchboard station in order to answer telephone calls
Run daily reports, identify any special requests, and check reports for accuracy
Print contingency lists to have a record of all guests in case of emergency
Run credit card authorization report and check for discrepancies
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities
Identify and explain room features to guests
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Receive, record, and relay messages accurately, completely, and legibly
Contact appropriate individual or department as necessary to resolve guest call, request, or problem
Ensure that any outstanding requests or problems from the previous day receive priority and are resolved
Answer, record, and process all guest calls, requests, questions, or concerns
Arrange transportation for guests/residents/visitors, and record advance transportation request as needed
Count bank at end of shift and secure bank
Provide change to guests
Cash guests' personal checks and traveler's checks
Balance and drop receipts according to Accounting specifications
Process all payment types such as room charges, cash, checks, debit, or credit
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
Notify Loss Prevention/Security of any guest reports of theft

Additional Information:

Job Posted:
March 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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Agent-guest Services - Japanese Speaker

Marriott Bonvoy

Location:
Japan , Tokyo

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Job Description:

Requirements:

Additional Information:

Job Posted:
March 04, 2026

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