Job Summary
We are seeking a highly skilled and multilingual Guest Services Agent - Linguist to join our team. The Guest Services Agent serves as the primary point of contact for guests and owners, delivering a welcoming, high-touch hospitality experience from pre-arrival through check-out, while also providing ongoing support to owners regarding reservations, policies and rental program matters.

This role regularly supports Japanese-speaking property owners, serving as a key point of contact and requiring strong written and verbal communication skills in both Japanese and English. The Guest Services Agent is responsible for managing reservations, coordinating service requests, resolving issues efficiently, and acting as a liaison between guests, owners and internal departments.

Responsibilities:

• Serve as a primary point of contact for guests and owners, with an emphasis on Japanese-speaking clients; communicate clearly and professionally in both Japanese and English, verbally and in writing, with guests, owners, and internal teams
• Provide owners with support related to reservations, rental policies, guest feedback, unit information, and general program inquiries
• Manage, confirm, and modify reservations for guests, owners, and prospective renters
• Execute check-in and check-out procedures, including issuing keys, processing payments, and resolving billing inquiries
• Respond promptly to guest and owner questions, concerns, and complaints, exercising sound judgment to resolve issues and escalate when appropriate
• Maintain detailed knowledge of property amenities, house rules, rental policies, and local attractions to effectively support both guests and owners
• Coordinate with Housekeeping, Maintenance, Management, AOAO, and outside vendors to address guest and owner service requests and ensure timely resolution
• Accurately document guest and owner interactions, requests, and resolutions in internal systems
• Support owner satisfaction and retention by clearly explaining rental program benefits, policies, and services to Japanese-speaking owners
• Uphold company service standards, policies, and procedures at all times
• Perform other duties and responsibilities as assigned

Experience :

• High school diploma or equivalent required; college coursework or degree preferred
• Minimum of two (2) years of hospitality, guest services, or front desk experience required
• Vacation rental, resort, or property management experience preferred
• Fluency in spoken and written Japanese and English required
• Ability to professionally support international guests and property owners with cultural awareness and discretion
• Strong customer service orientation with the ability to remain calm and solution-focused in high-pressure situations
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Comfortable using reservation systems, property management software, and general office technology
• Ability to prioritize tasks, adapt to changing demands, and work independently
• Flexibility to work weekends, holidays, and varying schedules as business needs require

This role is ideal for candidates passionate about languages and cross-cultural communication who thrive in dynamic settings.

We offer excellent employee benefits including paid medical, dental and vision for employees, Profit Sharing, 401k Employer Match, Paid Time Off, and much more.

We are an equal employment opportunity employer.

Job Type: Full-time

Pay: $24.00 - $41.00 per hour

Expected hours: 37.50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person