Reporting to the Director of Rooms and Guest Experience Manager, this position is responsible for ensuring we provide the highest level of guest service to all our guests most especially to our Japanese guests in Fairmont, Raffles and Raffles Residences. The Guest Relations Officer (Japanese Speaking) will be in charge of liaison with our Japanese guests whether checking in or checking out, an event attendee, F&B patron, in-house guest and offer assistance throughout the duration of their stay. This position shall also provide support to other departments (Sales, Events, F&B) to ensure that our Japanese clients are well assisted and attended to.
Has regular and close interactions with hotel guests, most especially Japanese guests whether in-house or for ocular inspections, event attendee, F&B patron, and to collect feedback and ideas
Support the Guest Experience Manager and ensure the guest experience centric culture is infused at all times and keep improving guest satisfaction to drive preferences, most especially to our Japanese guests
Assist Sales Managers in their Sales calls to Japanese corporate accounts
Handle site inspections together with Sales Manager for Japanese accounts/clients
Work with the guest relations team and ensure all standards and operational procedures are adhered to
Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
Allow and support team members to resolve internal and external guest service issues
