Front Office – International Guests Relations Manager

Relais & Châteaux (Ishikawa, 日本) フォロー 5日前

Company Description

Beniya Mukayu is a boutique ryokan (Japanese inn) immersed in the nature, with 16 rooms overlooking a Forest Garden, 3 libraries, private and communal hot spring baths, Spa Entei and Kaiseki Horin fine dining restaurant. Our guests are Japanese as well as international and we strive to make all of them happy, providing them with a memorable experience of Mukayu, which means reachness in emptiness.

Job Description

As International Guests Relations Manager, your primary responsibility is to support the front office manager in overseeing the front desk operations and services for the International guests.

With empathy, attention to detail and strong organizational skills, you will assist in coordinating the international team with the Japanese team, taking care of arrivals and departures, managing reservations of international guests, and providing administrative support to ensure efficient and seamless operations. You will also present the cultural side of a ryokan stay and the relevant aspects of Japanese culture.
You must be courteous, pleasant and well-groomed at all times and provide professional, friendly customer service in accordance with standards. You should be able to work well both with Japanese and international teams and independently without instruction.

Front Desk

Greet guests courteously and professionally.
Administer check-in procedures in an efficient and friendly manner.
Guide guests to each of the ryokan’s facilities.
Escort guests to their room providing explanation regarding room features.
Administer check-in procedures, including but not limited to assisting with luggage, in an efficient and friendly manner.

Guest Relations

Establishing positive relationships with the guests, ensuring their satisfaction.
Provide information including but not limited to local attractions, transportation and restaurants for international guests.
Review employee-customer interactions/procedures and streamline and improve standards.
Handle, accurately and in a timely manner, any guests’ complaints in accordance with outlined procedures and ensuring guests’ satisfaction.

Reservations & Marketing

Respond to international correspondence in a timely manner and in well written English.
Process professionally and efficiently English reservations via phone and email.
Process reservations in SynXis and Opera.
Answer incoming international calls in accordance with telephone etiquette.
Handle payments of commission to agents.
Review rates and marketing material to enhance exposure and offerings.
Support in managing social media accounts by crafting new posts and exposure for new offerings.

Listen and respond to customers’ complaints professionally and courteously.
Deal with TA in person (inspections) and via email.

Administrative support

Provide administrative support to the owners and front office manager

HR, Staff training and development

Assist in recruiting, training and supervising international staff providing guidance and support to ensure consistent service delivery and adherence to Mukayu standards.

Security and safety

Support compliance with ryokan security and safety procedures, including guest identification, key control, and emergency response protocols, to maintain a safe and secure environment for guests and staff.

Qualifications

Proven experience in the hospitality sector (2 years) in luxury facilities.

• Empathy and ability to understand and bridge cultural differences.

• Excellent organizational skills and ability to manage stressful situations.

• Strong leadership skills and team orientation.

• In-depth knowledge of hotel management, Opera and SynXis, reservations software.

• Excellent communication and interpersonal skills.

• In-depth knowledge of the English language (C1), Japanese language is preferred but not necessary

• Service orientation and attention to detail.

Additional Information

DURATION: 2 years

SALARY: JPY 300,000 per month before taxes.

PROVIDED:

Certificate of eligibility (necessary for obtaining the visa)
insurance and pension scheme as per Japanese laws and regulations

NOT PROVIDED:

transportation
meals
accommodation (however, we will help the candidate to find an apartment near Beniya Mukayu, approximate rental JPY 38,000 bills excluded)

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