Guest Experience Manager - Japanese Speaker

Okada Manila; Metro Manila; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Okada Manila is seeking a dedicated bilingual liaison to serve Japanese hotel guests and UEC clients. You will act as the primary contact between guests and hotel facilities, ensuring a seamless, culturally attuned experience with professional language support.

Responsibilities include hotel orientation, in-room check-in, tours, and maintaining strong cross-department collaboration to meet guest requirements.

Qualifications

• Degree holder in any field or equivalent professional training.
• 5 years' work experience in a 5-star hotel including 3 years in Front Office preferred.
• Minimum 2 years' experience in the same capacity preferred.

Responsibilities

• Act as liaison and communication link to team members and external customers for Japanese-related concerns and inquiries.
• Serve as liaison ambassador between UEC, Hotel & Spa, Outlets and Casino.
• Provide oral translation in English and Japanese during meetings.
• Maintain professional relationships with resort departments to liaise guest requests effectively.
• Facilitate hotel room orientation and in-room check-in for Japanese guests.
• Conduct hotel familiarization tours for Japanese guests/clients.
• Meet, greet, assist and escort Japanese hotel guests and clients.
• Ensure all departments are briefed on Japanese guests' requirements.

Skills

Interpersonal skills

Multitasking

Time management

Organizational savvy

Japanese communication

English communication

Education

University degree or equivalent

Tools

Opera System

MS Office

Typing 45 wpm

Job description

In accordance with the policies, procedures and standards of Okada Manila, the position is to provide direct contact with hotel guests especially Japanese nationals and Universal Entertainment Corporation (UEC) guests. The position will serve as the liaison between the hotel guest and hotel facilities to ensure an exceptional guest experience. The position always displays the highest level of professionalism, customer service to both internal and external customers.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Acts as a liaison and communication link to our team members and external customers for their Japanese related concerns/ inquiries.
• Serve as a liaison ambassador between UEC, Hotel & Spa, Outlets and Casino.
• To do oral translation in English and Japanese language during meetings.
• Develop a professional relationship with other resort departments that would allow for efficient liaising of guest request and requirements.
• Facilitate hotel room orientation in Japanese according to the standards set forth by Okada Manila.
• Facilitate in-room check-in for Japanese guests.
• Conduct hotel familiarization tours for Japanese hotel guests/clients.
• Meet, greet, assist and escort Japanese Hotel, Spa, Casino, Events and F&B Outlets .
• Serve as the main point of contact for Japanese Guests and ensure all departments are fully briefed on their requirements.
• Should be able to demonstrate a thorough understanding of the products and facilities of Okada Manila.
• Obtain guest feedback from Japanese Guests and update their profile notes accordingly in the system.
• Send off Japanese guests at the hotel lobby and if necessary at the airport terminals.
• Builds a positive rapport with Japanese guests.
• Submit reports to the Sr. Guest Services Manager and ADOFO as required.
• Present a clean, pleasant professional image to project a positive polished appearance to potential guests and clients.
• Attends daily pre-shift briefings and communicates vital information.
• A keen understanding of the Okada Manila Standards and actively participate in trainings and audits to achieve the gold standard set forth by Okada Manila.
• Perform other services and duties as requested by the VP of Hotel, Executive Director of Hotel, Sr. Guest Services Manager and ADOFO.
• This position may require extended hours or sudden schedule changes to tend to guests.
• Manage, record and resolve Japanese hotel guest complaints.
• To provide a courteous, professional, efficient and flexible service at all times.
• Ensures confidentiality of restricted and sensitive information.
• Works as a reliable team member and assists immediate superior and the department in completing projects and assignments.
• To maintain good rapport and professional relationships with the staff in the place of work and other departments / divisions.
• Participate in the Company’s Corporate Social Responsibility program.
• Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
• Performs other reasonable job duties assigned by immediate superior from time to time.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Degree Holder in any field or equivalent professional training

Experience Requirement:

• 5 years' work experience in a 5-star Hotel including 3 years in Front Office is preferred.
• Minimum 2 years' experience in the same capacity is preferred

Skills and Attributes:

• Computer literate in MS Office (proficient in Word, Excel, and PowerPoint)
• Must be familiar with Opera System to be able to check room rates, availability,
• Able to type at 45 wpm with minimal errors
• Has good financial and business acumen
• Strong time management, self-management and self-motivation. Must be organizationally savvy with a keen focus on detail and has a commercial approach
• Excellent interpersonal skills
• Has the ability to multitask
• Excellent communication skills in Japanese with an adequate command of the English language.