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Tokyo, Japan


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Posting Date Sep 11, 2018
Job Number 18002KCH
Job Category Spa
Location The Westin Tokyo, 1-4-1 Mita Meguro-Ku, Tokyo, Tokyo-To, Japan VIEW ON MAP
Brand Westin Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.



**Japanese Required**

Manage the overall administration and operation of the Spa ensuring consistent revenue generation and effective cost management in order to maintain its profitability as well as its deliver a Westin-style type of service.

1.  Plan, lead, delegate and manage the department activities under the aspect of costs,  budget and revenue and service standards.


2.Promote the Westin’s Associate Success Profile – “Surprise and Delight”, “Belong to Team Westin”, “Deliver and Win”, “Evolve and Grow”.


3.Consistently implement Spa Reception, housekeeping and treatment/therapy standards and procedures.


4.Adhere to the hotel’s Forecasting and Monthly Profit and Loss (P&L) guidelines and procedures.ホテルの予測(フォーキャスト)と月間損益(P&L)の指標と手順に従う。


5.Manage all costs through proper planning, effective staff scheduling, smart requisitioning in order to meet the Spa Budget and achieve target profitability percentage.


6.Maintain close communication with Sales and Marketing concerning price strategies and sales promotion to produce the targeted spa revenue and profits.


7.Promote in-house spa sales activities and Upselling in order to generate incremental revenues.


8.Adhere to the Hotel’s Performance Management Program through staff goal-setting and timely performance reviews.


9.Consistently maintain a clear organizational structure in accordance with hotel policies and standards, and maintain sufficient staffing.


10.Develop and encourage teamwork within the department and between other hotel departments to ensure greater support and buy in as well as ensure that the Westin standards of proper maintenance and service standards are met.


11.Work closely with all colleagues to actively pursue departmental and common hotel goals.


12.Work closely with other rooms division departments to ensure proper room maintenance and total standards are met.


13.Conduct spa and fitness inspections with particular emphasis on cleanliness and standard set up.


14.Smile and greet all guests by name when known keeping in mind the Westin’s Core Values of Personal, Instinctive and Renewal.


15.Greet all VIPs and SPG Platinum/Gold members upon spa check-in as well as pay special personal attentions to VIPs and long staying guests to maintain customer satisfaction.


16.Consistently walk through the areas of the Spa to relate to both guests and associates as well as check on the overall operations of the Spa.


17.Encourage cross-selling by actively promoting all other services and facilities of the hotel.


18.Keep direct contact with spa in-house groups to ensure that all queries, questions or wishes as regards changes, invoicing are met as well as attend to all group spa bookings and special spa events or requirements.


19.Listen and resolve guest complaints and concerns using the principles of Westin’s Service Culture, focusing on the “Human Truths” – 1. Be Understood 2. Belong 3. Be Special 4. Have Control 5. Reach Their Potential

ゲストの苦情に耳を傾け解決する。また、その際にはウェスティンのサービスカルチャーのうち「人間の真理」、すなわち:1.理解されたい2.居場所が欲しい 3.特別扱いされたい 4.主導権を握りたい5.成長したい-に焦点を当て、指針を用いた配慮を行う。

20.Control and authorize spa suite upgrades to ensure maximum revenue and guest satisfaction. 収益の最大化と顧客満足のため、スパ・スイートのアップグレードを監督し許可する。


21.Monitor 60-second critic, GSI results and all other received guests’ comments and feedback and carry out an immediate and effective service recovery and resolution.


22.Monitor and control Spa rates, complimentary bookings, billing instructions, use of “guest history”, transfer charges, city ledger, cashier policies, company accounts and all transactions consistent with the hotel’s Credit Policies and Cash Handling Procedures.


21.Purchase spa stock/inventory according to purchasing procedures while ensuring that the necessary operating supplies are well within the department’s standard par levels.


22.Adhere to the hotel’s the Fire and Evacuation Procedures.


23.Carry out safe working practices and attend all mandatory training on Health and Safety Policies and Procedures.


24.Carry out Duty management as per schedule. スケジュールに従い職務を遂行する。


25.Implement and maintain training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively.


26.Conduct development and performance review of associates, identifying key personnel for further development.


27.Prepare work schedules and annual leave schedules basing on forecasted occupancy within budget, business expectations and guidelines of appropriate industrial legislation.


28.Ensure that all subordinates comply with the grooming and uniform standards.


29.Maintain positive employee relations and employee grievance and complaints are handled according to established procedures.


30.Hold regular communication meetings to keep all staff is updated with new information with regard to activities, events, rules and regulations, hotel and departmental goal.


31.Comply with all Corporate and Hotel Standards and Procedures.


32.Actively promote a work environment, which cares for guest and associates alike.


33.Participate in “Manager on Duty” program. MODを行う。


34.Attend meetings as required. 必要な会議に出席する。

It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.
  • High level of Guest Service Orientation/高度なお客様第一主義
  • Excellent Verbal and Written Communication Skills/優れたコミュニケーション能力(口頭、筆記)
  • High Quality Awareness/高い品質意識
  • Strong Analytical and Strategical Skills Unique added value for problem solving
  • Strong comprehension and understanding of the hotel’s policies and procedures
  • Professionalism専門知識
  • English Proficiency英語力
  • Computer Proficiency (Word, Excel, Powerpoint and other necessary hotel systems like Opera & Spa System)
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.

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