Guest Experience Manager (Japanese Speaking)

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

25 days paid leave credits

13th month pay (local)

Free daily buffet meal

Free parking

Property discounts

Retirement plan

Discretionary bonuses

Job summary

Hammerjack Pty Ltd is hiring a Guest Services Liaison in a luxury hotel setting. The role serves as a bridge between Japanese guests and hotel facilities, ensuring an exceptional guest experience with professional service for internal and external customers.

Key duties include translating between English and Japanese during meetings, orienting Japanese guests to the hotel, assisting with in-room check-in, and coordinating with Front Office and other departments to meet guest needs.

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.
• Minimum 2 years experience in the same capacity.

Responsibilities

• Act as liaison to team members and external customers for Japanese-related concerns.
• Perform oral translation in English and Japanese during meetings.
• Facilitate Japanese guest orientation and in-room check-in.
• Coordinate with hotel departments to fulfill guest requests.
• Build rapport with Japanese guests and report feedback to management.
• Attend briefings and uphold the client\'s standards.

Skills

5 years in 5-star hotel

Front Office experience

English and Japanese fluency

Education

Bachelor's degree or equivalent

Job description

About the Role

The position serves as a liaison between hotel guests and hotel facilities, ensuring an exceptional guest experience while displaying professionalism and customer service to both internal and external customers.

Responsibilities

• 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 requests and requirements.
• Facilitate hotel room orientation in Japanese according to the standards set forth by the client.
• 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 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 client's Standards and actively participate in trainings and audits to achieve the gold standard set forth by the client.
• Perform other services and duties as requested by the VP of Hotel, Executive Director of Hotel, Sr. Guest Services Manager.
• 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.

Qualifications

• Degree Holder in any field or equivalent professional training.

Required Skills

• 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.

Preferred Skills

• Fluency in Japanese and English.

Other Benefits

• Medical Insurance
• Life Insurance
• 25 days paid leave credits
• 13th month pay (for local only)
• Free daily buffet meal
• Free parking
• Property discounts
• Retirement plan
• Annual salary/merit increase depending on performance
• Discretionary company-initiated bonuses