About the Company
Our client is a Hong Kong-headquartered hospitality technology and services company with operations across Asia Pacific.
Since 2003, the company has partnered with leading 4–5 star hotels to design and manage loyalty, rewards, membership, and local guest engagement programs. Its portfolio currently includes approximately 20 hotel membership programs, with continued expansion across markets including Tokyo, Manila, and Saipan.
The company combines technology and hospitality expertise to help hotels strengthen relationships with their most valuable local guests and deliver a more engaging membership experience.
About the Role
We are looking for a Membership Ambassador to drive membership enrolment, engagement, and guest satisfaction at one of our partner hotels in Tokyo.
This is a highly customer-facing and sales-oriented role, working closely with the hotel's F&B team while reporting directly to the company's Senior Management Team.
You will be responsible for increasing awareness and adoption of the hotel's membership program, onboarding new members, and ensuring existing members receive a consistently positive experience.
Key Responsibilities
- Drive new member enrolment through proactive engagement with hotel guests and F&B customers.
- Promote the membership program and maximise its visibility across the hotel.
- Welcome and onboard new members, explaining membership benefits and services.
- Build strong relationships with members and encourage ongoing engagement and participation.
- Support members and their guests throughout their hotel experience, ensuring a positive and memorable experience.
- Work closely with the hotel's F&B team to support smooth service delivery for members.
- Build strong relationships with hotel department heads and coordinate timely member communications.
- Support the planning, execution, and hosting of member events, promotions, and engagement activities.
- Gather member feedback and identify opportunities to improve the membership and guest experience.
- Prepare regular activity and performance reports covering membership growth, member feedback, events, and platform improvements.
- Attend regular hotel F&B and management meetings as required.
- Work closely with the company's Senior Management Team and hotel management to achieve agreed KPIs.
Key KPIs
- New membership enrolments
- Member engagement and participation
- Member satisfaction and feedback
- Membership visibility and conversion
- Event and promotional participation
- Quality and consistency of member support
Requirements
- 2–5 years of experience in hospitality, hotel operations, F&B, retail, sales, customer service, or another highly customer-facing environment.
- Strong verbal communication skills in Japanese and English.
- Comfortable engaging with customers proactively and building rapport with different types of guests.
- Service-oriented with a strong focus on creating a positive customer experience.
- Sales-minded and comfortable promoting products, services, or membership programs.
- Strong interpersonal and relationship-building skills.
- Able to work independently while collaborating closely with hotel teams and management.
- Strong organisational skills and attention to detail.
- Comfortable working in a fast-paced, on-site hospitality environment.
- Previous experience in a hotel, hospitality, membership, loyalty, F&B, or premium customer-service environment is preferred.
Working Arrangement
- On-site at a partner 4–5 star hotel in Tokyo
- Tuesday–Saturday
- 12:00 PM–9:00 PM