Local hiring position

To apply, candidate must have proper visa or permanent resident qualification in Japan.

Job Overview

Regard each Club InterContinental guests as VIP, providing exceptional service throughout their stay, from check-in to check-out, within the Brand Standards of the hotel. Deliver True Hospitality while overseeing operations to optimize guest satisfaction.

At InterContinental Hotels & Resorts ® we prioritize the cultivation of a sense of uniqueness, cosmopolitanism, and being In-the-Know among our guests. In achieving this, we rely on you to:

• Display charm through a welcoming attitude, confidence, and respectful demeanour.

• Stay in the moment by understanding and anticipating guests’ needs, demonstrating attentiveness, and taking on the responsibility to efficiently accomplishing tasks.

• Make it memorable by having profound knowledge, sharing stories, and presenting your distinctive qualities to shape moments that leave a lasting impact and create a sense of significance for guests.

Duties and Responsibilities

• Reports directly to and communicates with Club InterContinental Manager on all pertinent matters affecting guest satisfaction and hotel operations.

• Ensures that IHG One Rewards and InterContinental Ambassador benefits and recognition are provided to all members staying in the hotel.

• Maintains profile and information of VIPs and regular guests.

• Conducts Safety Culture audits to all P-Levels focused on Check-in, Check-out and Breakfast Standards.

• Conducts and supervises Club operations tasks during assigned shift including but not limited to:

• Check-in and Check-out as per Brand Standard

• Room assignments, amenities, special requests to all arriving guests

• Monthly Upselling Target

• IHG One Rewards Monthly Enrollment Target

• Guiding P-Levels in credit policies and facilities

• Attending to all guests and inter-departmental hotel queries and requests during the shift – Phone, Email, and In-house

• Supports Breakfast, Afternoon Tea, and Cocktail Service

• Cash Handling and Banking Procedure

• Checks and actions day-to-day credit card transactions and issues, if any, and coordinate with finance and other involved departments

• Handles and provides resolution on guest’s complaints based on hotel’s service recovery matrix and/or depending on the situation together with the Club InterContinental Manager.

• Holds Club Team Daily Briefing in the absence of the Club InterContinental Manager, and shares the Hotel’s Metrics scores and target, both daily and month to date.

• Plans monthly roster and controls staff overtime, including Haizen and Stewarding, together with the Club InterContinental Manager

• Coordinates with Kitchen in requesting food orders (A la carte breakfast and A la carte Cocktails based on weekly forecast.

• Analyzes costs and expenses of all the food/beverage orders and inventories together with the Club InterContinental Manager

• Ensures that the team complies with HACCAP and follows the food sanitary policies.

• Checking and maintaining lounge facilities periodically together with Club InterContinental Supervisor.

• Works with Club InterContinental Manager in the preparation and management of the Department’s budget.

• Attends Hotel Daily Operations Briefings with other hotel leaders and cascades down the topics discussed to club team during club daily briefing.

• Monitors appropriate standards of conduct, uniform, and appearance and grooming of staff based on employee handbook.

Required Skills

• Proficient and professional English / Japanese communication skills – writing and speaking

• Guest Satisfaction Oriented with adept problem-solving skills and organization abilities

• Highly knowledgeable in the use of Microsoft Office and Opera System

• Experienced in food and beverage service

• Knowledgeable in analyzing profit and loss, and all other finance-related matters

Experience

• Minimum 1 year of experience in supervisory and/or leadership role in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.