Job Description

Club Lounge Receptionist Role Introduction

At InterContinental Yokohama Pier 8, we create memorable guest experiences through refined hospitality, operational excellence, and thoughtful service.

As a Club Lounge Receptionist, you will be the first point of contact for our guests, delivering seamless and personalized service throughout their stay. This role involves guest check-in and check-out, handling reservations and inquiries, and coordinating with various departments to ensure a smooth and comfortable guest experience.

It is ideal for a service-oriented professional who values attention to detail, efficiency, and teamwork within a luxury hospitality environment.

Key Responsibilities

Club Lounge Operations & Guest Services

Provide professional and efficient check-in and check-out services

Welcome guests warmly and serve as a primary point of contact throughout their stay

Handle guest inquiries regarding hotel facilities, services, and local information

Manage room assignments, reservations, and billing accurately using the PMS system

Coordinate with Concierge for transportation arrangements, restaurant reservations, and special requests

Guest Experience & Service Quality

Deliver courteous, personalized, and brand-aligned service at all times

Anticipate guest needs and respond proactively

Handle guest feedback and requests appropriately, escalating issues when necessary

Ensure smooth guest flow at the front desk during peak and non-peak hours

Accuracy, Compliance & Brand Standards

Ensure accuracy in guest information, reservations, and billing records

Follow IHG brand standards, service procedures, and operational guidelines

Maintain confidentiality of guest information and adhere to data protection policies

Operational Support

Support daily front desk operations, including opening and closing procedures

Assist with cash handling, reports, and shift balancing

Participate in training sessions and continuous improvement initiatives

Team Collaboration

Work collaboratively with Housekeeping, Concierge, Food & Beverage, and other departments

Share guest feedback and operational insights to enhance service quality

What We Need From You

Education

Diploma or Bachelor’s degree in Hospitality, Tourism, Business, or related field preferred

Experience

Previous experience in hotel front office or customer service preferred

Entry-level candidates with strong hospitality mindset are welcome

Experience using Opera PMS or similar systems is an advantage

Skills & Competencies

Strong communication skills in English and Japanese (business level)

Good attention to detail and accuracy

Guest-focused mindset with strong service etiquette

Ability to multitask and work in a fast-paced environment

Team-oriented attitude with reliability and integrity

Willingness to learn and grow within the role

To Perform Your Role – True Hospitality

We genuinely care about people and demonstrate this commitment every day through True Hospitality.

You are expected to demonstrate:

True Attitude – Genuine care, professionalism, and positive mindset

True Confidence – Product knowledge and operational understanding

True Listening – Understanding guest needs and expectations

True Responsiveness – Prompt and thoughtful service delivery

Above all, always aim to deliver outstanding guest experiences and support your team in doing the same.

職務概要（クラブラウンジ・レセプショニスト）

インターコンチネンタル横浜 Pier 8では、洗練されたホスピタリティと卓越したオペレーションを通じて、記憶に残るゲスト体験を提供しています。

クラブラウンジ・レセプショニストは、ホテルの“顔”としてお客様をお迎えし、チェックイン・チェックアウト対応をはじめ、滞在全体を通じた快適なサービス提供を担うポジションです。各部門と連携しながら、スムーズで心地よい滞在体験を支えていただきます。

ホスピタリティマインドを持ち、正確性とチームワークを大切にできる方に最適なポジションです。

主な業務内容

フロント業務・ゲストサービス

チェックイン・チェックアウト業務

お客様のお出迎えおよび滞在中の窓口対応

館内施設・サービス・周辺情報のご案内

予約管理、客室アサイン、精算業務（PMS使用）

レストラン予約や交通手配などの他部門との連携

ゲストエクスペリエンス・サービス品質

丁寧でパーソナルなサービスの提供

お客様のニーズを先読みした対応

ご要望・ご意見への適切な対応（必要に応じて上長へ報告）

繁忙時を含めた円滑なフロントオペレーションの維持

正確性・コンプライアンス

顧客情報・予約・精算内容の正確な管理

ブランド基準および業務手順の遵守

個人情報保護およびセキュリティポリシーの遵守

オペレーションサポート

オープン・クローズ業務

現金管理、レポート作成、シフト引継ぎ対応

研修・業務改善活動への参加

チームワーク

ハウスキーピング、コンシェルジュ、料飲部門等との連携

ゲストの声や現場の気づきの共有

応募要件

学歴

専門学校・大学卒

経験

ホテルフロントまたは接客業の経験があれば尚可

未経験・新卒もホスピタリティ志向があれば歓迎

スキル

日本語・英語（ビジネスレベル）

正確性・注意力

チームワーク力と柔軟性