Guest Communication Center Executive

Job description

Working alongside a wonderful team at The Peninsula Tokyo, we are seeking Guest Communication Center Executive to achieve the company’s objectives and create a memorable guest experience. Be part of a world-renowned luxury hospitality group Collaborate within a diverse network spanning 30+ nationalities Staff at The Peninsula Tokyo are talented, highly motivated, dedicated to excellence. Grow your career with a company that values long-term development. Key Accountabilities Ensure guests receive courteous and efficient service. Ensure that all calls are handled as per hotel standards to ensure we exceed guest expectations with accommodation and service, in keeping with the Peninsula Service Principles Address guest complaints in a warm and concerned manner, resolving the issue in a timely manner and handle customer complaints and provide feedback as necessary to appropriate departments (if necessary, handover the case to upper management) Remains on duty during any emergency situations to monitor flow of communications. Being familiar with hotel’s emergency policies and procedures and handle all emergency communications/systems in the hotel. (fire alarm, bomb threat, typhoon, earthquake, etc.) Always look for improvements for better service standards with a general theme of anticipating the guests' needs. General Requirements Basic language skill at least in Japanese and English and be fluent in using polite approach in verbal and writing. Familiar with using computer (typing, Microsoft Word, Exel etc) as well as touch point, recorders, BPC system, hotSOS, teams, PenChat, Table check and external booking applications. Thoroughly know the hotel general information and products (Rooms, F&B, Tenants etc) Team player with caring the team. Ability to stay calm and professional in difficult situation or emergency. We are delighted to receive your resume for further consideration. .responsive { width: 100%; max-width: 550px; height: auto; }