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Guest Communication Center Executive

Business Unit:  The Peninsula Tokyo
Location:  Tokyo

The Peninsula Tokyo offers NEW SALARY AND BENEFIT
Guest Communication Center Executive: From JPY416,900

Working alongside a wonderful team at The Peninsula Tokyo, we are seeking a Guest Communication Centre Executive to achieve the company’s objectives and create a memorable guest experience.

 

  • Work for a highly prestigious hotel in Guest Communication Centre team.
  • Staff at The Peninsula Tokyo are talented, highly motivated, dedicated to excellence and have an aptitude for languages.


Key Accountabilities

  • Ensure prompt, courteous and efficient service for guests and staff. 
  • Responsible for all outgoing and incoming calls, verifying accuracy and handling emergency cases.
  • Address guests' enquiries and feedback in a warm and professional manner, resolving the issue with the related departments in a timely manner. 
  • Handle all emergency communications/ systems in the hotel.


Example of Shift

A 7:30-16:30 / B 8:30-17:30 / C 9:00-18:00 / D 10:00-19:00 / E 11:00-20:00 / F 12:00-9:00 / G 13:00-22:00 / H 14:00-23:00 /I 14:30-23:30 / J 22:00-7:00

 

As a Guest Communication Center Executive, you will be responsible for answering phone calls, guest relations, and guest profile management. This is an important role where you will be in contact with guests in all aspects of their stay. It will lead to many rewarding experience. There are 5-6 staff working in the day shift and 1 staff working in the night shift. The frequency of working in night shift for each staff is 5-6 times per month. Night shift support will start after 3-4 months of OJT training. If it fits your area of expertise and you would like to further enhance your skills in the following areas, we welcome your application. 

 

Teamwork

  • Communication across the team and other departments is essential. The job itself might be challenging, but it comes with team success and job satisfaction when you work together with our friendly and helpful team. 

 

Multitasking Skill

  • The position requires the ability to make quick decisions so as to handle the requests in a timely manner. The average number of calls is 500-600 per day and 50-60 per night shift. The target average time for each call is 2 minutes or less.

  • Apart from phone calls, you are also responsible for responding to guest enquiries via chat and email. Multitasking skill is important as you might have to working on PC and responding to guest enquiries at the same time.

 

Information Management Skill

  • At the beginning of the shift, you are required to check the latest shared information on the web by yourself and verbally confirm the special reminders with your manager. 

  • Always kept updated about the latest hotel information and promotions and introduce to guests in a timely manner. 

 

English Language Proficiency 

  • You will have a lot of opportunities to communicate in English as most of our guests are from overseas. 

 

General Requirements

  • Business level in written and spoken Japanese and English.
  • Computer skills such as MS excel.
  • Ability to anticipate guest needs and exceed their expectation.

 

Benefits We Offer

  • Social Insurance (Employment Insurance, Worker’s Accident Compensation Insurance, Health Insurance, Employee’s Pension)
  • Transportation Allowance (Subject to company policy; up to JPY 30,000/ month)
  • Comprehensive Training and Talent Development Program (Overseas training opportunities)
  • Retirement Plan (2% of company contributions in addition to a company match up to 2% of employee contributions, a total of maximum 6%) (Upon completion of 3-year of service) 
  • Group Life Insurance
  • Regular Days-off/ 119 days per year 
  • Life Work Balance Leave/ 3 days per year
  • Paternity Leave/ 5 days 
  • Complimentary Staff Restaurant (3 meals per day)
  • Complimentary Uniform Laundry and Dry Cleaning for Business Attire
  • Employee Recognitions (Long Service Award, Model Employee Award and etc.) 
  • Employee Events (Staff Party, Family Party and etc.) 
  • Employee Discounts on Peninsula Boutique, Restaurants and Bars 
  • Complimentary Accommodation at Peninsula Hotels (Applicable to permanent employee who completed 1-year of service)
  • Welfare Club (Relo Club)
  • Complimentary Bicycle Parking (On site)
  • Employee Dormitory (Subject to availability)

 

We are delighted to receive your resume for further consideration.

 

 

 

Superbly located opposite the Imperial Palace and Hibiya Park in Marunouchi district, and within minutes' walk of the shopping capital of Ginza, The Peninsula Tokyo delights guests with commanding views of the Japanese capital’s skyline, sophisticated facilities, extraordinary dining options and the legendary Peninsula service. Our multilingual colleagues are highly motivated and dedicated to excellence. In return, we offer superb training and benefits, with structured career advancement and international opportunities.
Requisition ID:  44190

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