Executive Lounge Concierge - JW Marriott Hotel Tokyo

POSITION SUMMARY

Applicants should have a valid work visa for Japan or be eligible to work in Japan. Assist guests with the pre-arrival process, arrival/check-in, guest activities/experiences, problem resolution and guest departure/check-out. Conduct pre-calls to arriving guests, make pre-arrival arrangements, amenity orders, and handle any other guest arrival requests.

Review and log preferences/traces in computer system. Contact guests for pre-departure calls. Handle Front Office duties, including check-in/check-out, prepare arrival packets and departure folios, perform audit checklists, prepare and distribute welcome packages, process billing and perform administrative duties.

Respond to requests for visitor information, special arrangements, activities or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to promote satisfaction. Gather, summarize, and provide information about the property and the surrounding area amenities, including special events and activities.

Answer, record, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Engineer, Bell person, Housekeeping) as necessary to resolve call, request, or problem. Understand and assist with reservation services.

Assist with Bell/valet services for owners when requesting their vehicles. Perform Lobby Ambassador tasks. Enhance guests’ food and beverage (F&B) experience through an understanding of F&B offerings and wine/cordial expertise and duties including, but not limited to serving F&B to guests, cleaning/maintaining the area, maintaining inventory.

Report any incidents, accidents, injuries, and unsafe work conditions to manager, and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation.

Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. 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. Perform other reasonable job duties as requested.

PREFERRED QUALIFICATIONS

Education

High school diploma or G.E.D. equivalent.

Related Work Experience

At least 1 year of related work experience.

Supervisory Experience

No supervisory experience.

License or Certification

None At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.

We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.