Job Description

Job Requirements

• 1–3 years of experience in hospitality, serviced apartments, customer service, or related fields
• Strong communication skills in English (Japanese is a strong advantage)
• Customer-focused mindset with a calm and solution-oriented attitude
• Comfortable handling multiple guest requests simultaneously
• Basic operational and administrative skills
• Willingness to work flexible hours including weekends or holidays

Preferred Traits

• Warm, professional, and service-minded personality
• High attention to detail and strong follow-up skills
• Cultural sensitivity when working with international guests
• Ability to work independently and take ownership of tasks
• Interest in hospitality, lifestyle brands, or living-experience businesses

Job Description

Role Overview

The Guest Experience Associate is the primary point of contact for guests and residents, responsible for delivering a seamless, warm, and premium living experience from pre-arrival to post-stay. This role combines customer service, hospitality operations, and problem-solving, ensuring guests feel supported, valued, and well taken care of throughout their stay.

Key Responsibilities

Guest Communication & Support

• Serve as the first point of contact for guests via email, messaging apps (e.g. WhatsApp, LINE, WeChat), and in person
• Handle inquiries related to bookings, check-in/check-out, house rules, facilities, and local information
• Respond promptly and professionally to guest requests, issues, and feedback
• Proactively follow up to ensure guest satisfaction during the stay

Check-in / Check-out Experience

• Coordinate smooth check-in and check-out processes (remote and/or on-site)
• Prepare arrival instructions and ensure guests have all necessary access details

Guest Experience & Relationship Management

• Support renewals, extensions, and repeat stays by providing excellent service
• Encourage and manage guest reviews and feedback when appropriate

Operations Coordination

• Liaise with housekeeping, maintenance, and external vendors to resolve issues quickly
• Report maintenance issues and follow through until resolution
• Update guest records, booking systems, and internal trackers accurately
• Support day-to-day apartment operations as needed

Brand & Service Standards

• Uphold the brand’s service standards and represent the company professionally in all guest interactions
• Identify recurring issues and suggest improvements to enhance guest experience

What We Offer

• Opportunity to be part of a growing premium serviced apartment brand
• Exposure to international guests and a dynamic hospitality environment
• Career growth opportunities in guest experience and operations

Location

Tokyo, Shibuya

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