Japanese Guest Relation Officer

About the Role

• Greet VIP guests personally and provide in room check in
• Inspect all VIP rooms prior to arrival and review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Perform check-in and check-out for the VIP guests and to assist at the reception counter when required.
• Ensure smooth communication between Japanese guests and staff, offering interpretation and translation support as needed.
• Assist with translations of various materials, including information documents, guest directories, menus, and others as required
• Provide accurate information about services, facilities, and local attractions in both Japanese and English.
• Handle guest inquiries, requests, and complaints with professionalism and cultural sensitivity.
• Support other team members on Japanese language and cultural comprehension.
• Assist with translations of various materials, including informative documents, guest directories, menus, and others as required
• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Ensure Priority members consistently receive all benefits. Repeating guests and other VIP’s receive special recognition and services.
• Provide in room registration for our VIP guests upon their request
• Liaise with other departments and necessary outside contractors to ensure excellent service delivery.
• Maintain repeating guest history system efficiently.
• Assist with Club Lounge’s operation when required
• Assist guests and escort them to locations within the hotel upon their request
• Maintain knowledge of special programs and events in the hotel in order to recognise and respond to guest needs
• Be flexible to rotate duties based on business needs and assigned responsibilities