Receptionist - Soho House Tokyo

Job Role...

At Soho House the Receptionist is responsible for welcoming, directing or signing in all members and guests to the property and assisting with room check in/outs. As a Receptionist, you will wear many hats; reception desk and handle basic admin duties, host in the restaurant and rooftop where needed as well as performing guestlist responsibilities. You will be responsible for being knowledgeable on all aspects of the property, neighborhood and fostering the ‘home away from home’ feeling when members enter the building.

Main Duties...

Front Desk

• To process all member/guests’ check-ins by confirming reservations in Opera verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• To secure valid form of payment (e.g. credit card, cash) prior to issuing room key.
• To set up accurate accounts for each guest upon check in according to their requirements.
• To activate room keys and reissue new room keys to guest as necessary (e.g. lost key) by verifying member/guest identity.
• To assign room according to guest request and preferences whenever possible.
• To verify and adjust billing for member/guests.
• To process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room keys, and requesting comments on members/ guest’s stay.
• To accommodate requests for room changes when possible.
• To file member/guest paperwork or documentation respecting GDPR guidelines.
• To sell (or upsell) a room/accommodation to guests without reservations based on availability.
• To communicate and prioritise rooms on ‘Q’ and keep track of changes in room status.
• To co-ordinate with Housekeeping (and Engineering) to track readiness of rooms for check-in and to report guest concerns.
• To confirm reservations and cancellations.
• To run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• To complete designated reports in Opera.
• To run credit card authorization report and check for discrepancies.
• To print contingency lists to have a record of all members/guests in case of emergency.

Club

• To ensure every member is welcomed by name (if local) and guest is welcomed with open arms and in a hospitable manner.
• To answer high-volume phone lines and calls for restaurant, roof and cinema reservations, general inquiries, and deliveries, messages for members among other inquiries.
• To be well-versed on standard Q&A regarding menus, hours of operation and amenity availability/pricing.
• To maintain a clean, sanitary and safe work environment, reception area, desk and coat check closet.
• To support with guest list duties on the floor level, club and/or Rooftop (if applicable).
• Support, redirect and problem solve in real-time to ensure any guest related concerns are addressed and action items have been set.
• To assist guests by checking/ retrieving their coats and/or items they left.
• To build relationships with members and guests and communicate and red flags and positive feedback to your manager or Membership team.
• To influence a fun and positive atmosphere by being approachable and professional.

Other

• To follow property procedures for handling emergency situations (e.g. evacuations, medical emergencies, natural disasters).
• To follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment.
• To protect the privacy and security of members.
• To maintain confidentiality of proprietary materials and information
• Yo ensure uniform and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• To protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• To develop and maintain positive and productive working relationships with other employees and departments.

Experience Required...

• Previous experience in a similar role in a fast-paced high-volume work environment.
• Welcoming and approachable.
• Adaptable and team player.
• Possesses good written and verbal communication, fluent in Japanese & English.
• Problem Solving and Decision Making
• Ability to handle feedback to achieve member satisfaction
• Ability to multitask, be flexible and work in a fast-paced environment
• Ability to understand and follow written and verbal instructions
• Excellent interpersonal, communication and problem solving skills
• Knowledge of Hotel PMS (Opera), Salesforce, and OpenTable is desirable