Guest Communication Center Executive

HSH hshgroup.com Open · verified Sep 18, 2026

Tokyo Mid-level Communications

Mid-level Communications role at HSH. Tokyo.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Deliver courteous, efficient service and handle guest calls to hotel standards
Resolve complaints with warmth, then share feedback or escalate cases when needed
Monitor communications during emergencies and follow the hotel’s emergency procedures and systems
Improve service by anticipating what guests may need

What you bring

Japanese and English ability, with polite verbal and written communication
Comfort using computers, Microsoft Word, Exel, touch point, BPC system, hotSOS, Teams, PenChat, Table check and booking applications
Strong knowledge of hotel information and offerings, including rooms, food and beverage, and tenants
A calm, professional approach during difficult situations and emergencies, plus a team-minded attitude

Who this fits

You’ll work with the Guest Communication Center at The Peninsula Tokyo in Tokyo. This suits someone who values attentive guest service, collaborates with a diverse team, and can remain composed during complaints or emergencies.

From the employer

Working alongside a wonderful team at The Peninsula Tokyo, we are seeking Guest Communication Center Executive to achieve the company’s objectives and create a memorable guest experience.

Be part of a world-renowned luxury hospitality group
Collaborate within a diverse network spanning 30+ nationalities
Staff at The Peninsula Tokyo are talented, highly motivated, dedicated to excellence. Grow your career with a company that values long-term development.

Key Accountabilities

Ensure guests receive courteous and efficient service.
Ensure that all calls are handled as per hotel standards to ensure we exceed guest expectations with accommodation and service, in keeping with the Peninsula Service Principles
Address guest complaints in a warm and concerned manner, resolving the issue in a timely manner and handle customer complaints and provide feedback as necessary to appropriate departments (if necessary, handover the case to upper management)
Remains on duty during any emergency situations to monitor flow of communications.
Being familiar with hotel’s emergency policies and procedures and handle all emergency communications/systems in the hotel. (fire alarm, bomb threat, typhoon, earthquake, etc.)
Always look for improvements for better service standards with a general theme of anticipating the guests' needs.

General Requirements

Basic language skill at least in Japanese and English and be fluent in using polite approach in verbal and writing.
Familiar with using computer (typing, Microsoft Word, Exel etc) as well as touch point, recorders, BPC system, hotSOS, teams, PenChat, Table check and external booking applications.
Thoroughly know the hotel general information and products (Rooms, F&B, Tenants etc)
Team player with caring the team.
Ability to stay calm and professional in difficult situation or emergency.

We are delighted to receive your resume for further consideration.