AMVETS Jobs

* Local hiring position*

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

The Assistant Manager for the Instant Service Centre (ISC) will assist the Manager in all aspects of Guest Experience, People Development, and Financial Returns with defined Duties and Responsibilities.

This role involves developing and maintaining training programs for colleagues, supporting new initiatives for data collection and analysis, and ensuring the highest standard of guest care under the guidance of the Room Division Director. The ISC Manager will lead in resolving any inquiries, requests, problems, or complaints from hotel guests.

DUTIES AND RESPONSIBILITIES

Guest Experience

• Maintain complete knowledge at all of times of:

1. All hotel features/services/outlets, hours of operation.

2. All room types, numbers, layout, amenities, location and view.

3. Up-to-date room rates, special packages and promotions.

4. Daily house count and expected arrivals/departures

5. Scheduled daily group activities / function events happening in the hotel

6. All VIPs and special care guests

People

• Supervise training and coaching programs for the ISC.

• Assist in onboarding and training plans for team members.

• Ensure effective team communication.

• Drive initiatives to motivate and improve team performance.

• Lead Annual Performance Management and Performance Development Plans.

• Facilitate onboarding for new starters.

• Manage roster creation and work-life balance.

Financial Returns

Identify cross-selling or up-selling opportunities for the team when guests seek recommendations, promotions, place In-Room Dining orders, and make restaurant reservations. Additionally, provide input to identify opportunities from guest requests and problems, and audit the accuracy of Hotsos requests and call movements to improve hotel efficiency.

General

• Be competent to support ISC operations with knowledge to perform shift duties.

• Is knowledgeable about the software/system

• Ensure the team is security conscious at all times, act according to code of conduct and handle privacy information with care.

• Update and continually develop SOPs with regards to process in the ISC and emergency situations.

• Frequently audit SOPs and emergency response procedures with exiting and new team members.

Required Skills

Three years or more experience in Front Office / Guest services / Food & Beverage / Call Centre or related experiences in the Hospitality Industry

• Ability to work and engage in a team as assistant manager

• Demonstrated strong interpersonal skills to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Ability to manage multi-tasks, conflicting deadlines and work under pressure

• Strong organizational skills and ability to time-manage and priorities requests and tasks

• Good communication and writing skills in both Japanese and English

• Proficient in the use of Microsoft Office, knowledge about Opera, Hotsos, Table Solution, ALICE, Micros would be a plus.

• Ability to work on weekends/public holidays and rotate in shifts

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.