Ays Agent, Marriott Bonvoy

Marriott Bonvoy

Location:
Japan, Tokyo

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The AYS Agent at JW Marriott Hotel Tokyo is responsible for handling guest requests, providing information about property amenities and local attractions, and assisting with internet and guestroom entertainment access. They are expected to ensure uniform and personal appearance standards, maintain confidentiality, develop positive team relationships, and comply with quality assurance standards. This role requires extended standing or walking and occasional lifting of small weights.

Job Responsibility:

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
Operate telephone switchboard
Process guest requests for wake-up calls and connect and direct calls to the appropriate extension
Receive, record, and relay messages accurately
Log all guest requests or issues into computer
Contact appropriate individual or department and follow up with guest to ensure their request has been resolved to their satisfaction
Provide information to guests about room features, property amenities, and local areas of interest
Process room service orders, answer questions on menu selection, and record transactions in point-of-sale system
Assist guests with accessing internet and guestroom entertainment
Follow company policies and procedures
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
Read and visually verify information in a variety of formats
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

Requirements:

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
Operate telephone switchboard
Process guest requests for wake-up calls and connect and direct calls to the appropriate extension
Receive, record, and relay messages accurately
Log all guest requests or issues into computer
Contact appropriate individual or department and follow up with guest to ensure their request has been resolved to their satisfaction
Provide information to guests about room features, property amenities, and local areas of interest
May process room service orders, answer questions on menu selection, and record transactions in point-of-sale system
Assist guests with accessing internet and guestroom entertainment
Follow company policies and procedures
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
Read and visually verify information in a variety of formats
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
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

What we offer:

Equal opportunity employment
Welcoming and inclusive workplace
Training opportunities
Development and recognition programs
Focus on holistic well-being
Community and camaraderie in luxury environment

Additional Information:

Job Posted:
June 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Ays Agent