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)

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.