Front Desk/Club Lounge Supervisor

• Must have the legal right to work in Japan (Japanese citizenship or a valid work visa/work authorization).

• Business-level proficiency in Japanese is required.

Position Overview

The Rooms Supervisor is responsible for supporting the daily operations of both the Front Desk and Club Lounge.

This role ensures excellent guest service, smooth daily operations, and effective teamwork. The Supervisor also supports team members through training, coaching, and guidance.

Key Responsibilities

1. Front Desk & Club Lounge Operations

• Work in both the Front Desk and Club Lounge to gain cross-functional experience.
• Support daily operations and ensure smooth service in both areas.
• Handle guest check-in and check-out procedures.
• Assign rooms, issue room keys, and manage guest reservations.
• Handle walk-in guests and room sales.
• Support group check-ins and special room arrangements.
• Check room rates, guest accounts, and payment details.
• Respond to guest requests and coordinate with other departments when necessary.

2. Guest Service

• Welcome guests in a friendly and professional manner.
• Understand guest needs and provide personalized service.
• Handle guest questions, requests, and complaints promptly.
• Follow up with guests to ensure their satisfaction.
• Provide information about hotel facilities, services, and local attractions.
• Assist VIP guests and guests with special requests.
• Create a positive guest experience throughout their stay.

3. Team Leadership & Development

• Support the daily work of Front Desk and Club Lounge team members.
• Train and coach employees to improve their skills and service quality.
• Assign tasks and ensure that work is completed properly and on time.
• Motivate team members and encourage teamwork.
• Listen to employee feedback and help resolve workplace issues.
• Support management in achieving department goals.
• Maintain good working relationships with other departments.

4. Cash Handling & Administrative Tasks

• Handle cash, credit card payments, and other payment methods.
• Check and balance cash at the beginning and end of each shift.
• Complete daily cashier and closing reports.
• Review daily arrival, departure, and guest request reports.
• Maintain accurate shift records and handover notes.
• Follow hotel accounting procedures.

5. Safety & Security

• Follow hotel safety and security procedures.
• Report accidents, incidents, and unsafe conditions to management.
• Protect guest privacy and confidential information.
• Report any guest security concerns to the Security team.
• Maintain a clean and professional appearance at all times.

Qualifications & Experience

• High school diploma or equivalent.
• At least 1 year of experience in Front Desk or related hotel operations.
• At least 1 year of supervisory experience.
• Good communication and interpersonal skills.
• Good problem-solving and decision-making skills.
• Ability to work under pressure and handle multiple tasks.
• A positive attitude and strong customer service mindset.
• Ability to work effectively with different teams and departments.