Guest Service Agent

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.