ANAインターコンチネンタルホテル東京 - Guest Relations Executive (Supervisor)

*** Local hiring position***
To apply, candidate must have proper visa or permanent resident qualification in Japan.

Key Responsibilities

· To gather information for inclusion in the guest profile system and to check arrivals history records.
· Prepares relevant information and circulate to different departments prior to guest arrival to ensure necessary actions are taken.
· To ensure that all PCR and Ambassadors will get the best available room and ensure that they get all relevant benefits according to their status
· To develop and maintain a comprehensive Guest Profile System and update when necessary
· To process with F&B and Housekeeping departments amenity delivery for VIP’s, regular guests and others included in the hotel’s VIP list program.
· To maintain and update long stay amenities service
· To prepare personalized letter for VIP’s and Ambassador ( letter to be changed every 3 months)
· To prepare and submit daily to Front Office Manager a social call report of all guest comments.
· To conduct social/courtesy call to all ambassador, 30 minutes after checkin
· To take all necessary action to please the guest after their comments during the courtesy call
· To be present at every limousine bus arrival during the opening hours of the guest relation service.
· To ensure lobby presence and greet all the guest and assist them with their request.
· To coordinate closely with the different departments in obtaining information and details for guest profile.
· To ensure that all relevant information is given to the different departments regarding VIP and return guests.
· To meet and greet all VIP guest
· Participate for the selection of local gift for ambassador and manage the stock
· Facilitate for the delivery of Bed time story in collaboration with the housekeeping department
· Fully participate to elaborate action plan to increase the guest satisfaction and heartbeat score
· Prepare all the collaterals for ambassador ( registration card and key, benefits card)
· Inspect the room prior the arrival for VIP
· Facilitate InterContinental club check in
· To escort VIP guest to their room and check if they have any urgent needs
· To advise the Front Office Manager of any matters relating to guests, their welfare and behavior as considered desirable for various reasons.
· To propose assistance with departure process ( limousine bus reservation, hire car)
· To ensure that all VIP guests are personally given arrival and departure courtesies.
· To assist guests with any request or arrangement that may be required.
· To use discretion and tact when dealing with guest inquiries, problems or complaints in an efficient and professional manner without detriment to the hotel and/or its image.
· To assist the Sales and Marketing Department through in-house sales and promotion when possible to create additional business for rooms, food and beverage, banqueting or club memberships.
· Inform the duty manager of the VIP that did not check-in during the Guest relation shift
· Upon Front office manager or duty manager decision, assist check-in and check out during busy period
· Fully knowledgeable of the outlets and facilities, functions, meetings or events in the Hotel.
· To attend any training and development sessions as assigned or required.
· To perform any related duties as assigned.

Occupational Health and Safety Responsibilities
· Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
· Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
· Initiate action to correct a hazardous situation and notify supervisors of potential dangers
· Log security incidents and accidents in accordance with hotel requirements

Requirements
· + 3 years experiences including Front office at Rooms Department (Guest Relations will be preferred)
· English / Japanese business level (Speaking / Reading / Writing)