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
•Maintain awareness of emergency procedures and operational protocols
Additional Responsibilities
Duties and responsibilities are not limited to the above scope and may extend based on business requirements, requiring to perform other reasonable duties as assigned by management.
This company is an equal opportunity employer.
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Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.
