Guest Relations Supervisor (Japanese Speaking)

Description

The Guest Relations Officer will be responsible for responding to guest inquiries, confirming reservations, and ensuring guest requests are addressed promptly and to their satisfaction. This includes providing detailed information about hotel amenities, services, room features, and local attractions. The role involves assisting with special requests, such as transportation, spa services, and event bookings, while coordinating with other departments to fulfill these needs.

Responsibilities and Duties

* Respond to guest inquiries and follow up with Japanese-speaking guests to ensure their needs are met to satisfaction. * Confirm and manage guest reservations and cancellations accurately. * Provide detailed information to guests regarding property amenities, services, room features, and local attractions. * Handle guest requests for special arrangements or services (e.g., spa, transportation, religious services, babysitting, business services, entertainment, etc.), coordinating with appropriate departments or providers. * Collaborate with management to develop and implement strategies for improving department performance and guest satisfaction. * Assign and ensure timely completion of tasks, ensuring quality standards are met. * Follow company policies and procedures, ensuring a clean and professional appearance at all times. * Maintain guest and company confidentiality, safeguarding proprietary information and guest privacy. * Greet and acknowledge all guests according to company standards, providing exceptional service at all times. * Assist individuals with disabilities, ensuring their needs are met with care and attention. * Communicate effectively with guests and team members, ensuring clear and professional language. * Maintain positive working relationships with team members, supporting collaborative goals. * Identify, recommend, and implement new ideas to improve operational efficiency, quality, and safety. * Perform other duties as requested by supervisors to support the overall guest experience and hotel operations.

Qualifications and Requirements

* Fluency in both Japanese and English (written and spoken) to effectively communicate with Japanese-speaking guests. * Previous experience in guest relations, front desk, or customer service in a hospitality setting is preferred. * Strong interpersonal and communication skills to engage with guests and team members professionally. * Excellent problem-solving abilities and the ability to handle guest complaints or requests in a calm and efficient manner. * Knowledge of hotel operations, services, and local attractions to provide guests with accurate and relevant information. * Ability to multitask and prioritize guest needs in a fast-paced environment. * Strong attention to detail and organizational skills. * Professional appearance and grooming, adhering to company standards. * Ability to work independently and as part of a team. * Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and property management systems (PMS). * Flexibility to work shifts, weekends, and holidays as required. * Ability to maintain confidentiality and protect guest privacy.

Working Condition

Working hours

5 days / 44 hours