Guest Experience Manager
Job Summary
The Guest Experience Manager is responsible for overseeing lobby, valet, and transportation services while ensuring high-quality guest interactions. This role involves managing VIP requests, handling emergencies, and coordinating tourist activities. Additionally, the position requires training team members and managing shift schedules to maintain luxury service standards.
Responsibilities
- Manage lobby, valet, and guest transportation services
- Oversee VIP services and handle guest complaints/emergencies
- Coordinate local tourist activities
- Train, mentor, and manage team shift schedules
Required Skills
- 5+ years hotel management experience
- English proficiency (TOEIC 735-860)
- Fluent Japanese (JLPT N1)
- Strong leadership and customer service skills
Job Details
Job Description:
- Overseeing lobby service, valet service, guest transportation, sightseeing guidance, and other services as part of the Guest Experience in-charge team.
- Greeting guests and handling general customer service as part of the hotel in-charge team.
- Serving VIP guests and assisting with special guest requests.
- Handling complaints and emergencies.
- Planning and running tourist activities within the hotel and in the local area.
- Training and mentoring team members.
- Shift management.
Working Hours:
- Shift system (8 hours of actual work)
- Example shifts: 8:00 AM - 5:00 PM, 10:00 AM - 7:00 PM, etc.
Job Requirements:
[Experience]
- Manager or in-charge experience in the hotel accommodation department
- 5+ years of experience in guest experience or equivalent in the hotel accommodation department
- New challenges welcome
- Desire to hone your skills in a diverse work environment welcome
[Language]
- English proficiency required (Business Conversation Level, TOEIC 735-860)
- Chinese and Korean proficiency preferred
- Japanese Level: Fluent (JLPT Level 1 or N1)
Salary & Benefits:
- Annual Salary: ¥4,200,000 - ¥4,800,000 (Preferential treatment based on experience + Incentives)
- Full social insurance coverage
- Various education and training programs
- IHG accommodation discount program
- Annual paid vacation (after probationary period)
- Special leave (congratulatory/condolence leave, birthday leave, personal illness leave, etc.)
- Full transportation expenses reimbursed
- Car commuting allowed (employee parking available)
- Uniform provided
- Lockers and showers available
- No smoking inside the building
Holidays:
- 120 days per year (9-11 days per month)
- Annual paid leave granted after trial period (up to 20 days based on service)
Contract Period:
- Full-time employees