Japanese Guest Service Manager

To uphold Sheraton standards and to be responsive to the instructions of the Front Office Manager/ Hotel Management. The role of the Japanese Guest Service Manager will be to ensure that the requests and needs of all guests are accommodated, especially Japanese Guests. The Japanese Guest Service Manager will be responsible for the smooth operation of the Front Office department during shift, acting as the management representative for the Hotel to ensure complete guest and patron satisfaction.

MAIN DUTIES:

1. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
2. Coordinate Front Office operations during shift, including Front Desk, Guest Service Center, Club Lounge, Grand Towers Lounge and Concierge to ensure guest service excellence and adherence to Sheraton standards and procedures at all times.
3. Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Hotel's Service Standards at all times.
4. Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Starwood Preferred Guest.
5. Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher.
6. Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
7. Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.
8. Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
9. Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
10. Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
11. Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
12. Actively promote and drive SPG and hotel up selling programs, ensuring that all associates are fully conversant in up selling standards and procedures.
13. Complete Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
14. Ensure adherence to hotel credit procedures and policies at all times, leading by example.
15. Maintain cash float and accurately handle monies at all times
16. Review all in-house accounts to ensure correct room rates are charged and authorize rebates/credits to guest’s accounts as necessary.
17. Act in the capacity of Night Manager.
18. Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment.
19. Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel.
20. Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
21. Assist with associate scheduling and rostering to provide adequate coverage of shifts.
22. Maintain manpower and materials cost control measures.
23. Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
24. Receive absentee calls and ensure appropriate Department Heads are notified.
25. Deputize for Front Office Manager in his/ her absence and attend meetings as requested.
26. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
27. Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example.
28. Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example.
29. Completely understand, implement and ensure adherence to the local areas of the labor code and Sheraton policies.
30. Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
31. Ensure that the Front Office Manager or General Manager is informed immediately of any serious emergency, security or health & safety matter.
32. Perform any additional duties as requested by the Front Office Manager and Hotel Management.
33. Uphold the Company’s Cares culture by demonstrating the Star Service Standards at all times to guests and fellow associates.
34. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and related Hotel and Marriott Policies.

-Native Japanese speaker
-Diploma or Bachelor degree in Hotel Management or related major
-Minimum 2 years experience in the guest service or related professional area
-Excellent proficiency in both native language and English
-Able to communicate in Korean is "a Plus"
-Excellent listening, presentation and communication skills
-Service minded and guest oriented

- Competitive salary and Expat benefits package
- Health care plan
- 15 days of Annual Leave

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