Guest Service Associate – Hakone Hotel

Reports to: Guest Service Leader or Operations Director

Supervises: None

Key Relationships:

• Internal: Reservations, Guest Relations, Guest Service, Housekeeping, Food & Beverage, Kitchen
• External: Guests, Vendors, Suppliers, Contractors

Main Purpose:

To provide exceptional customer service at a hotel in Gora, Hakone. The primary focus is to ensure that guests are always the top priority.

The role is a stimulating and diverse position encompassing a variety of duties across Front Office, F&B, and Concierge. Night shifts may be required based on hotel operational needs. Daily front desk operations include training new and existing staff, creating staff schedules, greeting guests, and providing information about local attractions.

You will be working with a dynamic team of colleagues from diverse cultural backgrounds.

This is a 15-room hotel located in Gora, Hakone. Applicants must meet the legal requirements for residence and employment in Japan. The work location is Gora, and accommodation may be provided in addition to salary. Relocation assistance may be available.

Start Date:

From May 2025 onwards (depending on the applicant’s availability)

Main Duties: (Including but not limited to)

• Always greet all guests in a friendly and courteous manner, striving to remember and use guest names whenever possible.
• Check in and guide all arriving guests to their rooms according to established procedures.
• Be fully conversant with all departmental standards and procedures.
• Handle check-in, check-out, and room change procedures, ensuring all data is fully entered into the hotel system according to reservation details.
• Maintain cashiering duties and accurately report all monies received daily to the Back Office Director.
• Be fully aware of any changes to accounting policies and procedures.
• Be fully knowledgeable of procedures for special promotional activities, such as seasonal packages. (Training provided)
• Attend to guest complaints, inquiries, and requests, and resolve issues in the absence of the Operations Director/GM.
• Make every effort to ensure that guests depart the hotel with a positive impression of the hotel’s services.
• During night shifts, check night reports, prepare morning reports, and prepare all necessary documentation for guest arrivals.
• Possess a comprehensive knowledge of standard reservation procedures, including proper use of reservation forms, emails, messages, and interpretation of room availability within the reservation system.
• Take personal interest and pride in ensuring that the front desk work area is kept clean and tidy at all times.
• Attend to VIP guests while considering hotel health and safety risks and striving to maintain high hotel standards.
• Provide food and beverage service as needed.
• Provide concierge services as needed.
• Clean and replenish common areas, restrooms, and onsen (hot springs).

Main Requirements:

• Ability to work in a diverse environment.
• Excellent communication skills.
• Excellent interpersonal skills.
• Proficiency in Microsoft Office and front office systems.
• Japanese and English language proficiency.
• Problem-solving skills.