About this role
The Peninsula Hotels, a division of The Hongkong and Shanghai Hotels Limited, operates twelve world-class luxury hotels across Asia, Europe, and the USA. Known for legendary hospitality, we offer a guest experience that blends elegance with modernity. The Peninsula Tokyo, perfectly situated at the heart of the city located near Ginza, the Marunouchi financial district and the Imperial Palace. We are proud of our 500 colleagues, a diverse blend of over 30 different nationalities and cultures who come together in a supportive and inclusive workplace. Our focus on employee well-being, career growth, financial rewards, and continuous learning and development ensures our employees feel valued. In 2024, we made a significant investment in our talent by increasing base salary remuneration by over 29%, ensuring we remain competitive and continue to offer outstanding employee benefits. Work with an international team of 16 concierge professionals representing 8 nationalities. Join one of Tokyo's largest concierge teams and learn from experienced colleagues. Expand your destination knowledge and industry network through exclusive restaurant and site visits, supported by The Peninsula's strong local partnerships. Key Accountabilities Focus on written guest communication in English: Your primary responsibility will be responding to emails from international guests and travel agencies, primarily in English, while maintaining the professional and personalized service standards expected of a luxury five-star hotel. Respond to guest inquiries received by email in a professional, accurate, and timely manner. Provide information regarding hotel facilities, transportation, restaurants, sightseeing, reservations, and other guest requests. Identify guests’ needs and provide suitable recommendations or solutions. Coordinate with Concierge colleagues and relevant hotel departments when additional information or follow-up is required. Maintain a warm, courteous, and consistent tone in all written communication. Record and communicate important guest information accurately. Follow the hotel’s service standards, email templates, procedures, and data-protection requirements. Escalate urgent, sensitive, or complex inquiries to the appropriate team member or manager. Support the management of pending emails and help maintain appropriate response times. Requirements Strong written communication skills with the ability to compose clear, professional, and guest-focused email correspondence in English with a high level of accuracy and attention to detail. Previous experience handling customer inquiries through email in hospitality, travel, reservations, customer support, e-commerce, or other service-related environments. Strong computer literacy, including the ability to use email systems and office applications efficiently and accurately. Proven ability to manage multiple inquiries simultaneously while maintaining excellent organization, accuracy, and service standards. Fluency in English both verbally and written, Japanese language is an advantage. Candidates must be available to work at least 20 hours per week on weekdays. Schedule is negotiable. .responsive { width: 100%; max-width: 550px; height: auto; }