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.
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