Guest Service Agent (Osaka, Kyoto, Nagoya, Tokyo)

JOB OVERVIEW As a Guest Services Agent (GSA), you represent the hotel throughout all stages of the guest journey. You are responsible for providing a warm and professional welcome, assisting guests with check-in and check-out, assigning rooms, accommodating special requests whenever possible, answering telephone inquiries, and assisting with room reservations.

The GSA is essential in ensuring a smooth, efficient, and memorable experience for every guest.

KEY RESPONSIBILITIES

Perform guest check-in procedures, assign rooms, and accommodate special requests whenever possible Pre-register arriving guests and block rooms in advance Understand and comply with all policies and procedures related to the handling of credit cards and cash Understand and properly manage room status and the Property Management System (PMS).

Maintain knowledge of room locations, room types, and room rates Utilize upselling and cross-selling techniques to promote room sales and the use of hotel services. Maintain thorough knowledge of available room types and locations, as well as hotel facilities and services Coordinate with the Housekeeping Department regarding room status and share information on check-outs, late check-outs, early check-ins, special requests, and day-use rooms Maintain a working knowledge of reservation procedures, process same-day and future reservations as required, and handle cancellations appropriately Perform guest check-out procedures Work closely with the Housekeeping Department to maintain accurate and up-to-date room status and coordinate room repair and maintenance requests Demonstrate professional telephone etiquette at all times Handle mail, courier deliveries, and guest messages in accordance with established procedures, and maintain the Courier Mail Register Attend departmental meetings Promptly report unusual incidents or special guest requests to the Front Office Manager or Guest Services Manager Understand and follow safety and emergency procedures and comply with accident prevention policies Maintain the cleanliness and organization of the front desk and surrounding areas Demonstrate flexibility in work schedules and understand that shift assignments may change based on operational requirements QUALIFICATIONS & REQUIREMENTS Possess a certificate or diploma in hospitality, tourism, or a related discipline For non-native Japanese speakers, Japanese language proficiency equivalent to JLPT N3 or higher is required Prior hotel experience is preferred but not required BENEFITS & COMPENSATION Competitive salary based on experience and qualifications 108 days off per year Transportation allowance Social insurance coverage (health insurance, employees’ pension, employment insurance, and workers’ compensation) Annual paid leave and other statutory leave Regular health checkups Employee discounts at Travelodge hotels E-learning and professional development opportunities Opportunity to work in an international and multicultural environment Other benefits in accordance with company policies *Candidates must have valid authorization to work in Japan.