Manager International Guest Experience (Japanese Speaking)

Hilton Grand Vacations   Honolulu, HI   Full-time     Sales
Posted on August 25, 2023
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Manager International Guest Experience (Japanese Speaking)


The International Guest Experience Manager assists in reviewing all facets of service for Japanese owners, all owners, and guests by enhancing all resources to ensure their happiness while meeting financial goals and will work with the Resort Leadership Team to develop and improve Japanese guest service workflow to maintain business sustainability, and champion our organization’s dedication to our Service culture towards all guests and team members.


Why do Team Members like working for us?

  • Competitive base pay
  • Benefits on day one
  • Recognition Programs and Rewards
  • Discounted Hilton hotel rates worldwide
  • 401(k) program with company match
  • Employee stock purchase program
  • Paid Holidays, Sick days and Generous Paid Time Off Program
  • Tuition reimbursement
  • Numerous learning and career advancement opportunities


Additional Responsibilities Include:

  • Interacts with the owners/guests in all public areas to insure outstanding guest experience. Always serves as a public relations ambassador for the resort. Routinely inspects various public areas within the resort to assess quality assurance measures (cleanliness, attentiveness of staff, and any engineering needs). Consults with department managers to remedy deficiencies.
  • Conducts daily briefings, and monitors workflow to ensure all operating procedures are followed. Coordinates activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Monitor SALT scores to identify trends and recommends alternative service strategies for improvements and expectations to ensure established Quality Assurance goals and resort benchmarks are met consistently. Captures, analyzes, and maintains accurate data that measures Japanese/Domestic owner occupancy levels, and presents information during bi-weekly staff meetings. Share results on a regular basis with statistical findings and recommendations for improvement.
  • Facilitates Japanese translation at the Front Desk and other departments where Japanese speaking is required, ensuring that all Japanese guests are well informed and up to date during emergency situations, and any translation services that may be required, both written and verbal.
  • Facilitates and plans social events, and cultural activities for all Owners and Guests.
  • Maintains relationships, contracts, compliance, and interfaces issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
  • Performs other related activities as the need arises.

What are we looking for...

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.

To fulfill this role optimally, you have the following minimum qualifications and experience:

  • High School Graduate or equivalent
  • 3+ years of related experience
  • 2+ years of managerial experience
  • Flexible Work Schedule, includes holidays and weekends
  • Fluent Japanese language (read, speak, write)
  • Familiarity with property management systems


It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

  • BA/BS/Bachelor's Degree
  • CPR/First Aid certification
  • Timeshare/Vacation Ownership experience
  • We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.