At a landmark luxury hotel in Nagoya, every guest interaction begins with a voice on the other end of the line a voice that sets the tone for an exceptional stay. Conrad Nagoya is seeking a dedicated and customer focused Operator Shift Leader to join their team, where you will coordinate the heartbeat of hotel communications. If you have experience in a five star international branded hotel, a passion for delivering seamless guest experiences, and the leadership skills to inspire a team, this role offers the opportunity to work with one of the world’s most respected hospitality brands. You will lead a team that handles every call, message, and request with warmth and precision, ensuring that guests feel welcomed and cared for from the moment they reach out.
Company Overview
Conrad Nagoya is part of Hilton, a global leader in hospitality with nearly a century of history in creating memorable stays for travellers around the world. The Conrad brand represents contemporary luxury, combining sophisticated design with intuitive service. The Nagoya property stands as a landmark in the city, celebrated for its refined spaces, exceptional amenities, and a team dedicated to delivering the light and warmth of hospitality. Hilton’s family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton, and many others, offering countless opportunities for growth and development.
Key Responsibilities
- Actively seek verbal feedback from guests and team members, implementing actions to continuously improve customer service.
- Promote Hilton Honors and its benefits to guests, ensuring existing members receive personal, professional service that recognizes their loyalty.
- Handle complaints promptly and efficiently, taking necessary action and informing the Communication Manager or Guest Service Manager for follow up.
- Follow up with guests to ensure satisfaction with problem resolution, maintaining guest history records to assist returning visitors.
- Be available to assist on duty during peak periods, special events, or busy days, ensuring all customer requests and queries are handled promptly and effectively.
- Manage all hotel communications including telephone, fax, and mail in a prompt, courteous, and efficient manner, directing inquiries to the appropriate parties.
- Stay up to date with information on hotel facilities, local attractions, places of interest, and activities, providing knowledgeable assistance to guests.
- Handle and deliver messages in a private and confidential manner, ensuring privacy and accurate, timely delivery.
- Provide and ensure team members deliver on time wake up call services.
- Operate the Communication Centre as a MAGIC Centre according to brand standards, assessing team performance through regular standards reviews.
- Manage all equipment and systems, including telephone, FCS, OnQ PM, and Micros, and take charge of the section during the absence of the Communication Supervisor.
- Plan ahead, coordinate with Housekeeping and Engineering to ensure cleaning follow up, and communicate effectively with Food and Beverage and Kitchen teams to maintain in room dining quality.
- Be completely familiar with all emergency procedures and the fire system, ensuring the team is equally prepared.
- Maintain in depth technical knowledge and skills required for the role, staying current with system updates and best practices.
- Attend and participate in regular operational and hotel meetings, representing the needs of the team and fostering effective communication.
- Understand departmental goals and the role they play in achieving them, communicating these to the team and ensuring alignment.
- Follow company control procedures, controlling costs without compromising standards, and communicating relevant financial information to the team.
- Plan and ensure departmental orientation is carried out, regularly reviewing individual and team performance against objectives and providing constructive feedback.
- Develop and implement department training plans to meet business needs, participating in annual appraisals and identifying individual training needs.
- Maintain personal presentation to Hilton standards and adhere to the hotel’s security and emergency policies and procedures.
Qualifications
A minimum of two years of experience in the same position at a five star international branded hotel or in a comparable industry role is required. Basic spoken English is necessary to meet business needs. A strong customer service focus is essential, with the ability to positively impact, take personal responsibility, and resolve issues. Candidates must be motivated, committed, and approach tasks with enthusiasm, seizing opportunities to learn new skills. Flexibility, quick responsiveness to changing requirements, and a strong team focus are key. Good organization and coordination skills, a strong sense of responsibility, self motivation, patience, and the ability to work under physical and mental pressure are required. Familiarity with computer systems is preferred.
Benefits and Perks
This full time position offers a competitive monthly salary ranging from JPY 280,000 to JPY 360,000 depending on experience and qualifications. As a Hilton team member, you will enjoy comprehensive benefits including health insurance, paid time off, and access to the Hilton GO program, which provides discounted room rates for you and your family at Hilton properties worldwide. Professional development opportunities are available, with training programs designed to help you advance your career within the global Hilton network. The hotel provides a supportive, inclusive workplace where your contributions are valued and celebrated.
How to Apply
If you are a motivated leader with a passion for delivering exceptional guest experiences, we invite you to apply. Please submit your application through the Hilton careers portal. Join a brand where your dedication to service excellence will be recognized, and where you can build a fulfilling career in hospitality. Your journey with Conrad Nagoya begins here. Apply today to become part of a team that fills the world with the light and warmth of hospitality. We look forward to welcoming you.