• Must have the legal right to work in Japan (Japanese citizenship or a valid work visa/work authorization).

• Business-level proficiency in Japanese is required.

Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates). Promote awareness of brand image internally and externally. Process requests for redeeming Marriott Rewards points. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Enter Marriott Rewards information into appropriate software when taking guest reservations. Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).

【主な業務内容】

・ゲストからのお問い合わせ、ご要望、苦情対応を行い、必要に応じて営業部門、データ管理部門、経理部門などの関連部署と連携しながら円滑な問題解決を図る。

・アップセリングおよび各種セールス手法を活用し、顧客満足度とロイヤルティを維持しながら売上および収益の最大化に貢献する。

・顧客への感謝やロイヤルティ向上を目的として、ポイント、チケット、ギフト券等の特典提供を適切に手配する。

・マリオットブランドの価値およびブランドイメージの向上に努め、社内外へのブランド浸透を推進する。

・Marriott Bonvoyポイントの利用・交換に関する各種手続きを適切に処理する。

・電話、メール、FAX等を通じて受領する宿泊予約の新規受付、変更、キャンセル手続きを行う。

・宿泊予約受付時に、Marriott Bonvoy会員情報を適切なシステムへ登録・管理する。

・ゲストからの問い合わせ、要望、苦情等に迅速かつ適切に対応し、必要な記録およびフォローアップを実施する。

・ファイリング、データ入力、メール対応、各種書類作成など、Sales & Marketing部門の運営を支援する事務業務を遂行する。

Assist management in training and motivating employees; serve as a role model. Follow all 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; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Monitor the performance of others to ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats. 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: At least 2 years of related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None