Guest Experience Manager (Japanese Speaking)

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