Posting Date May 27, 2020
Job Number 20035386
Job Category Reservations
Location Moxy Osaka Shin Umeda, 7-22-1 Fukushima, Fukushima-ku, Osaka, Osaka-Fu, Japan VIEW ON MAP
Brand Moxy Hotels
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

Moxy is a fun, vibrant and stylish hotel designed to give our Fun Hunters everything they want and nothing they don’t, all at an affordable price. Unlike any other brand in its tier, Moxy is all about creating cool, energetic, communal spaces with a “Crew” who helps guests have some fun. Being a Moxy Crew Member means more than just hooking guests up with extra towels. We’re looking for people who: Love doing it all; Always think outside the box; Enjoy chatting it up with guests; Live in the now and know what’s next; and Have high energy and a fearless do-it-yourself attitude.

 

If you’re someone who is thoughtful, spirited and loves serving up huge doses of fun, then take a look at our jobs and see if anything catches your eye.

 

Moxy Osaka Shin Umeda 

Moxy Osaka Shin Umeda is the third Moxy hotel in Japan and the first new-build in the country with 288 rooms, expected to open in September 2020.  

Located in the Umeda district, one of two main city centers in Osaka, the hotel is within a few minute walk of Fukushima Station and in excellent proximity to attractions such as Umeda Sky Building, Grand Front Osaka and all key destinations through the JR Osaka Loop Line.

 

The hotel offers amenities such as Bar Moxy with an outdoor terrace, Library Zone and a 24/7 gym for travellers to enjoy. If you love lifestyle hotels with cool design and casual atmosphere, join our Crew for one of the most exciting openings in Osaka this year!

JOB SUMMARY

 

Responsible for soliciting and managing of reservations sales-related opportunities.  Manages and provides training and work assignments to Reservations Sales staff.  Actively up-sells each business opportunity to maximize revenue opportunity.  Achieves personal and team related revenue goals.  Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.  Provides service to our customers in order to grow share of the account on behalf of the company.

 

Assists the Operations Manager in administering front office functions and supervising staff on a daily basis.  Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.  Ensures guest and employee satisfaction and maximizes the financial performance of the department.

 

CANDIDATE PROFILE

 

Education and Experience 

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

 

 

CORE WORK ACTIVITIES

 

Understanding Markets & Maximizing Revenue

• Identifies new reservations sales business to achieve personal and property revenue goals.

• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.

• Closes the best opportunities for the property based on market conditions and property needs.

• Monitors same day selling procedures to maximize room revenue and control property occupancy.

• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

 

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event Booking Center.

• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.

• Uses sales resources and administrative/support staff effectively.

•Assists in monitoring group reservation forecast data.

• Coordinates with sales and Convention Services to process rooming lists and reservation cards.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

•  Assists with monitoring accuracy of reservation sales orders within tracking systems.

• Tracks no-show reservations and processes charges as needed.

•  Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.

•  Manages wait list and prioritizes order of wait list contacts to be made.

•  Prepares work and maintenance orders.

 

Supporting Guest Services and Front Desk Goals

• Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

 

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.

• Serving as a role model to demonstrate appropriate behaviors.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

 

Providing Exceptional Customer Service

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.

• Services our customers in order to grow share of the account.

• Provides excellent customer service consistent with the daily service basics of the brand.

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

• Sets a positive example for guest relations.

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.

• Handles guest complaints and disputes following the instant pacification procedures.

 

Managing and Conducting Human Resource Activities

• Monitors reservations sales agents while on phone calls.

• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Utilizes all available on the job training tools for employees.

• Creates monthly labor scheduling for team.

 

Additional Responsibilities

• Utilizes applicable intranet for resources and information.

• Creates contracts as required.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.