Guest Experience Executive

5 days ago

Philippines The Luxe Nomad Full time

Guest Experience Executive (Japanese Speaker) Handle and manage all pre-arrival guest requests in Japanese and English via email, instant messaging apps, calls, and other platforms. Communicate fluently in Japanese and English with guests, travel agents, OTAs, and direct clients. Accurately record all booking and guest details (services, preferences, dates, customer info, etc.) in Freshdesk & RoomBoss. Provide tailored service options and activity recommendations aligned with guest preferences and budget (including upselling opportunities). Assist guests with payments (invoice creation, payment links, bank details) and follow up on deadlines. Coordinate booking amendments, cancellations, refunds, and credits with relevant teams. Ensure smooth handover from Guest Experience to Operations for seamless check-ins and in-stay services. Manage guest complaints with empathy and professionalism, resolving issues before escalation. Conduct regular system checks to ensure booking data, guest details, and service records are accurate. Build strong partner relationships, staying updated on new properties, policies, and offerings. Proactively share partner updates and feedback with the wider team to keep all departments aligned. Collaborate with colleagues to troubleshoot complex guest situations, service recovery cases, and system-related issues. What We’re Looking For ✅ Fluent in Japanese & English (both written and spoken) – essential for guest and partner communication ✅ Strong background in customer service, hospitality, or guest relations ✅ Excellent problem-solving, organizational, and communication skills ✅ Tech-savvy with experience in PMS, CRM, and customer support systems ✅ A proactive, guest-first mindset with attention to detail and the ability to handle complex requests Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and General Business Industries Hospitality and Hotels and Motels #J-18808-Ljbffr

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