Asia Guest Engagement Specialist

Job Title: Asia Guest Engagement Specialist

Department: Sales & Marketing

Employment Type: Full-Time; Exempt - Salaried

Language Requirement: Fluent in Japanese & English

Location: Waikiki Resort Hotel, Honolulu, HI

Job Description

The Asia Guest Engagement Specialist is responsible for ensuring an exceptional guest experience for all Japanese-speaking guests throughout their stay. This role serves as the primary liaison between the hotel and its Japanese clientele — providing personalized service, cultural assistance, and language translation support to enhance guest satisfaction and strengthen the Waikiki Resort Hotel brand within the Japanese market.

The position requires strong cultural awareness, refined communication skills, and the ability to coordinate with all hotel departments to meet the expectations of both leisure and group travelers from Japan.

Essential Duties and Responsibilities

• Welcome, assist, and maintain positive relationships with Japanese guests, tour groups, and travel partners.
• Serve as the primary point of contact for Japanese guests regarding reservations, room arrangements, amenities, and special requests.
• Provide translation and interpretation support for Japanese-speaking guests and hotel staff as needed.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and Sales to ensure guest needs and preferences are anticipated and             met.
• Respond promptly to guest inquiries, complaints, and service issues — ensuring timely resolution and follow-up.
• Assist in the preparation and communication of guest information, itineraries, and group arrival details for Japanese tour operators and           agencies.
• Support the Sales & Marketing team in maintaining relationships with Japanese travel partners, wholesalers, and airline crews.
• Support the Sales & Marketing team in hotel site inspection for Japanese travel partners.
• Prepare welcome materials, in-room amenities, and guest information in Japanese, ensuring cultural appropriateness and consistency           with hotel standards.
• Monitor guest satisfaction scores (e.g., reviews, surveys, and social media) from Japanese markets and recommend improvements.
• Provide cultural training or basic Japanese etiquette support to hotel staff to improve service awareness.
• Assist the General Manager and Front Office Manager in implementing guest relations strategies that enhance the Japanese market                 experience.
• Perform other related duties as assigned.

Qualifications

• Fluent in Japanese (verbal and written) and English; excellent translation and interpretation skills required.
• Minimum of 3 years of guest relations, front office, or hospitality management experience, preferably in a hotel or resort setting.
• Strong interpersonal and problem-solving skills with the ability to remain calm and professional under pressure.
• Knowledge of Japanese culture, customs, and service expectations.
• Availability to work flexible schedules, including weekends and holidays.
• High School diploma or equivalent education required.

Physical Demands

• Frequently stands, walks, and moves throughout the property.
• Must be able to lift up to 25 lbs. occasionally.
• May need to assist with guest luggage or respond to emergencies.
• Must be available for flexible scheduling including evenings, weekends, and holidays.