Service Center Associate - Okinawa Nhật Bản - 429557 - Rosewood Hotel Group

Thông tin chung

Quốc gia/Khu vực

Nhật Bản

Tỉnh/Thành phố

Okinawa

Vị trí

Rosewood Miyakojima

BỘ PHẬN

Lễ Tân - Khối tiền sảnh

Loại công việc

Toàn thời gian vô thời hạn

Mô tả công việc

Key Responsibilities

Ensure that all company brand standards are followed at all times.
Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Contribute to the collective commitment of a unique guest experience - to create a sense of place.
Support new members of the Rooms team.
Handle guests concerns and comments and find a proper resolution to ensure guest satisfaction.
Report to work on time, ensuring appearance and presentation meet the required standards.
Provide our Rosewood SAGs, suite guests and guests with ultra-luxury customer service striving to go the extra mile at all times by being intuitive, refined and engaging.
Proactively assist our guests during their stay and fulfill their wishes.
Provide guests with all necessary information on hotel services.
Make our guests feel welcome whilst they spend their time with us.
Coordinate and provide access to hotel facilities for our guests.
Be the first point of contact for guest complaints, taking immediate action.
Establish excellent relationships with our guests.
Keep close liaison and cooperation with associates to encourage teamwork.
Conduct background search of our guests prior to arrival to ensure guest’s recognition
Foster long-term relationship with SAGs, with the aim of building loyalty and encourage business across various outlets, room stay, and wellness
Input and maintain the accuracy of the Database of Rosewood SAGs, with the aids of Opera and Seven Rooms.
Review all the upcoming arrivals and in-house SAGs to compile the next day SAGs report.
Be responsible for advising relevant management of all upcoming SAGs, so that special requirements and action may need to be addressed and taken accordingly.
Study and analyze the information regarding each guest on arrival report to ensure that standards are maintained at a superior level on a daily basis and that all Special Attention guests arriving to the hotel are recognized and well look after and to help all operational departments to meet guest’s request meaningfully, consistently, effectively and cost efficiently.
Participate in the preparation of the Amenity program and the preparation of the stay of any Special Attention and Special Occasion Guest.
Be responsible for ensuring that clear and constant communication lines are kept within the team and other departments.
Be the main contact point between In-Room Dining, Housekeeping, Front Office and Guest Services for any arrangements necessary for the guest.
Have a thorough knowledge of the Front Office systems, such as Opera, Seven Rooms, Alice Concierge, Knowcross, Glowing and Vingcard.
Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled daily group activities / SAG.

Ensure all inputs of checked-in rooms in the computer are correct, such as guest’s profile, period of stay, form of payment, and rate applied.
Handle any guests’ problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through in the most appropriate and best manner.
Liaise with Butler Supervisor and Guest Service Manager and input glitches, investigations and recoveries.
Report any defects in the building, plant or equipment according to hotel procedure and follow-up accordingly.

Critical Skills & Qualification

Experience: Previous experience as a Service Center Agent at a luxury/ultra-luxury hotel is preferred.
Language: Must be native in Japanese and fluency in English or Mandarin Chinese is required.
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Ability to prioritize and organize work assignments.
Must be computer literate.
Must be able to work well under pressure.
Ability to maintain discretion and confidentiality of all guests and hotel information at all times.
Having thorough knowledge of the function of property management systems (Opera Cloud) is preferred.

Giới thiệu về chúng tôi

The resort’s 55 villa accommodations will feature private pools, landscaped gardens and unobstructed sea views. Conceived by Netherlands-based Studio Piet Boon, the architecture and interiors are seamlessly designed to immerse guests in the natural surroundings and express harmony with the island through the extensive use of local materials. Mitsubishi Jisho Sekkei Inc. is providing local architectural expertise and support in realizing the design vision. Four restaurants and bars will include relaxed beachfront concepts showcasing fresh seafood, prized island-raised beef, locally distilled spirits and craft beer. With a stunning seascape as a backdrop, the resort’s indoor and outdoor event venues will host unforgettable destination weddings and private celebrations. On-site recreation will include a standalone Rosewood Explorer’s Club, Rosewood’s program for younger guests designed to inspire creativity and imagination, encourage adventure, discovery and social responsibility through unique experiences attuned to the destination. Asaya, Rosewood’s pioneering integrated wellness concept, will offer treatment rooms set amid private gardens, indoor and outdoor hydrotherapy facilities and a menu of programs and services influenced by local healing traditions. Beyond the resort, guests will discover an abundance of vividly picturesque sites, from the majestic natural stone arch of nearby Sunayama beach to the perfectly poised lighthouse at Higashi-Hennazaki Cape (a nationally designated “Place of Scenic Beauty”) and the seven-kilometer stretch of Yonaha Maehama, regularly ranked as Japan’s best beach and renowned for its cinematic sunsets. Even a brief sojourn will reveal distinctive customs, culture, dialects, cuisine and crafts as well as the beguiling ways of the Okinawan uchinanchu (“sea people”) who inhabit the island.