Guest Relations Manager-japanese

**Additional Information**
**Job Number**25037559
**Job Category**Rooms & Guest Services Operations
**Location**W Kuala Lumpur, No 121 Jalan Ampang, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 50450
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**JOB SUMMARY**

**CANDIDATE PROFILE**

**Education and Experience**
- **Fluency in Japanese and English** (both spoken and written) is essential.

High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Managing Guest Services and Welcome Desk Operations**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Greet and assist Japanese-speaking guests, providing a welcoming atmosphere.
- Act as a liaison between guests and hotel departments to ensure seamless service delivery.
- Handle guest complaints and concerns in a calm, professional, and efficient manner, ensuring timely resolution.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.

**Maintaining Guest Services and Welcome Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Anticipate guest needs and provide personalized services to enhance their stay.
- Offer recommendations and local insights tailored to Japanese guests, ensuring their experience is unique and enjoyable.
- Ensure that Japanese guests receive the highest quality service in all aspects of their stay, from check-in to check-out.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assists with energy conservation efforts by monitoring compliance during property tours.

**Supporting Projects and Policies Related to Guest Experience and Safety**
- Supports implementation of the customer recognition/service program, communicating and ensuring the process.
- Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.
- Assist in translating and interpreting between guests and staff as needed, ensuring smooth communication.
- Manage Japanese social media channels and ensure that guest feedback is responded to promptly and professionally.

**Ensuring and Providing Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.
- Reviews comment cards and guest satisfaction results with employees.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

**Additional Responsibilities**
- Analyzes information and evaluating results to choose the best solution and solve p