ANAインターコンチネンタルホテル東京 - Guest Relations Agent

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

In the role of a Guest Relations Associate, the individual is tasked with the responsibility of delivering outstanding guest experiences and ensuring their overall satisfaction throughout their stay. This role is pivotal in bolstering the reputation of the establishment through the provision of personalized assistance, proactive anticipation of guest requirements, and prompt resolution of any concerns. The dedication to upholding the utmost service standards significantly contributes to the achievements of the Guest Relations team.

Guest Relations Responsibilities:
•Ensure a warm welcome and genuine farewell, maintaining the lobby, driveway, and Concierge area's appearance to reflect positively on the hotel and company.
•Greet guests upon arrival, assist with check-in/check-out, and provide room escorts when needed.
•Support GR team to work together with Chief Concierge in managing supplier relationships, including Limousine Services, Valet Parking, and Tour Operators, to meet and exceed hotel and guest standards.
•Extend special attention and recognition to InterContinental Royal Ambassadors, Ambassadors, IHG One Rewards members, repeat guests, and VIPs upon their arrival.
•Prioritize guest satisfaction through personalized recognition and attentive service from arrival to departure.
•Ensure IHG One Rewards members, repeat guests, and VIPs receive special recognition and service.
•Drive hotel’s Goals – Guest Love, IHG One Rewards Loyalty Enrolment and Loyalty Recognition
•Inspect VIP rooms before guest arrivals.
•Personalize greetings for VIP guests, including Royal Ambassadors, Ambassadors, and VIPs.
•Handle tasks such as IHG One Rewards/Ambassadors welcome letters, attending to guest special requests, and supporting VIP amenities and arrival lists.
•Support GR team to review arrival lists for all guests, especially VIPs, to verify room allocations, amenities, and special requests.
•Maintain a well-groomed appearance, a hospitable attitude, and a willingness to assist guests at all times.

Requirements

• +1 year experiences as service staff in Hotel industry
• Must speak fluent Japanese / Business level English
• Flexibility to work various shifts, including evenings, weekends, and holidays