Guest Communication Center Executive

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.