Additional Information: This hotel is owned and operated by an independent franchisee, HMI Hotel Group. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Job Summary
Leads front office guest service operations during assigned shifts, ensuring smooth day-to-day execution, strong guest engagement, and consistent delivery of brand standards. Acts as the primary escalation point for guest concerns while coordinating across departments to maintain seamless operations and a high level of guest satisfaction.
Education and Experience
– Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 5+ years of experience with international hospitality brands
– Business Level proficiency required in the Japanese language
Key Responsibilities
Managing Guest Services Operations and Front Desk Control
•Manage guest arrivals, departures, and service requests during shifts
•Ensure efficient room assignment, billing accuracy, and key control processes
•Monitor lobby operations, guest flow, and overall Front Desk performance
•Maintain strong coordination with Housekeeping and other departments for room readiness and guest needs
Acting as Manager on Duty and Handling Guest Relations
•Act as primary point of contact for guest issues and service recovery
•Handle guest complaints, conflicts, and service escalations effectively
•Ensure prompt resolution of guest concerns and maintain service integrity
•Maintain high visibility in lobby and guest areas during peak periods
Leading Guest Services Team Execution
•Manage Guest Services Supervisors and Agents during shifts
•Drive team performance to ensure consistent service delivery
•Maintain effective communication within team and across departments
•Lead by example and ensure alignment with service expectations
Ensuring Exceptional Customer Service
•Drive personalized and professional guest service aligned with Marriott brand standards
•Monitor service delivery and identify areas for improvement
•Engage with guests to ensure satisfaction and retention
•Implement corrective actions to improve guest satisfaction
Managing Operational Performance and Controls
•Ensure adherence to Front Office procedures, policies, and operational standards
•Monitor accuracy of reports, documentation, and daily operations
•Review operational logs, service issues, and follow-ups
•Maintain control over cash handling, billing, and compliance processes
Implementing Policies, Programs, and Standards
•Ensure compliance with company policies, SOPs, and brand standards
•Implement guest recognition and service programs
