Position Description

Position: Floor Staff  (Part Time: 29 Hours or less per week)

Reports to:  Sr. Hospitality Manager                                                                                                                 

FLSA Status: Non-Exempt

Supervises:    N/A

POSITION SUMMARY:

Japan House Los Angeles is seeking experienced & professional hospitality team members to oversee front of house guest services. The Floor Staff will assist guests with inquiries regarding Japan House Los Angeles facilities, services and activities. He/she is expected to possess in-depth knowledge of area businesses, entertainment venues and travel options. Floor Staff also must understand and implement “Omotenashi” (Japanese hospitality) customer service to all guests. This position reports to the Hospitality Manager and works with all management staff to ensure the prompt response and resolution to guests’ inquiries and concerns. Flexible schedule, including nights, weekends and holidays.

REPRESENTATIVE RESPONSIBILITIES:

• Develop a strong knowledge of Japan House’s facilities, services and surrounding community.
• Stay current with all Japan House services as well as special events.
• Provide guests with general information about Japan.
• Handle guest complaints with a problem-solving mindset.
• Effective communication with supervisors and peers by telephone, written correspondence, email, or in person.
• Adherence to company guidelines when communicating company business with persons outside the organization.
• Provide support to the management team as required in cases of emergency.
• Maintain a clean, healthy and safe working area throughout the Japan House facilities.
• Communicate with internal retail/restaurant staff to ensure efficient floor operations.

Essential duties:

Gallery duties

• Greeting guests and handling guest questions and providing optimal service and hospitality
• Providing tours of the exhibition and facilities
• Explaining goals and purpose of Japan House
• Answering phone call inquiries
• Interaction with other team members.
• Light cleaning and maintenance of facilities
• Requires standing for prolonged periods of time

Library duties

• Answering phone inquiries
• Cataloging and maintaining book inventory
• Greeting and assisting guests
• Providing tours of library and salon areas

Event duties

• Checking in of guests
• Taking photos
• Working with event/planning teams to perform event functions
• Setting up and breaking down of facilities
• Serving food and beverages and bussing tables at food events
• Light cleaning and maintenance of facilities of event space

EXPERIENCE, EDUCATION, CERTIFICATION:

Experience: Minimum two years’ experience in the hospitality/customer service field.

Education: Minimum two year of college degree. Competency in English and Japanese.

Physical Requirement: This position requires standing for prolonged periods of time as a physical requirement and a core duty of the job. Ability to lift and carry up to 20 lbs. without assistance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required by employees in this position. Employees are expected to be flexible and responsive to changes in the scope of their duties. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the company. All

employees are expected to be familiar with and adhere to Japan House’s Personnel Policies and Procedures.

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