What are the responsibilities and job description for the Guest Experience Representative (Bilingual- Japanese Speaking) position at At The Lineup?
Join the Wai Kai ?Ohana | Guest Experience Representative (Bilingual, Japanese Speaking)
At Wai Kai, we're more than a destination. We're a place where connection, culture, and unforgettable experiences come together. From the moment a guest arrives to the final farewell, every interaction matters.
We're looking for a Guest Experience Representative who brings genuine hospitality, strong communication, and a passion for creating exceptional experiences. This role is at the heart of our operations, supporting guests across reservations, check-in, events, and onsite engagement.
For candidates who are fluent in Japanese and English, this role also offers the opportunity to support our international guests through culturally aligned service, communication, and connection.
What You'll Do
Guest Experience & Engagement
Reservations & Communication
Event & Operational Support
For team members who bring Japanese language fluency, you will also:
At Wai Kai, we're more than a destination. We're a place where connection, culture, and unforgettable experiences come together. From the moment a guest arrives to the final farewell, every interaction matters.
We're looking for a Guest Experience Representative who brings genuine hospitality, strong communication, and a passion for creating exceptional experiences. This role is at the heart of our operations, supporting guests across reservations, check-in, events, and onsite engagement.
For candidates who are fluent in Japanese and English, this role also offers the opportunity to support our international guests through culturally aligned service, communication, and connection.
What You'll Do
Guest Experience & Engagement
- Welcome and assist guests with reservations, memberships, and general inquiries
- Support check-in, bookings, and activity coordination while ensuring accuracy and efficiency
- Share information on activities, amenities, events, and offerings to elevate each guest's experience
- Engage with guests throughout the property, provide direction, and help maintain a welcoming environment
- Jump in where needed, we're one team and one experience
Reservations & Communication
- Answer calls, respond to inquiries, and assist with bookings across multiple platforms
- Maintain accurate guest profiles and reservation details
- Partner with team members and leadership to resolve guest needs with care and urgency
Event & Operational Support
- Support onsite events, including guest assistance, setup, and breakdown
- Process transactions accurately and maintain organized workspaces
- Assist with daily operations and evolving business needs
For team members who bring Japanese language fluency, you will also:
- Support Japanese-speaking guests through interpretation during check-in, tours, and onsite interactions
- Assist with group bookings, reservations, and guest communications
- Help translate written materials or guest messaging when needed
- Partner with Sales and Marketing and Guest Experience leadership to ensure a seamless international guest experience
- Bring cultural awareness and professionalism aligned with the Wai Kai brand
- Fluency in English required; Japanese fluency, written and spoken, strongly preferred
- Prior experience in hospitality, tourism, retail, or guest service is a plus
- Strong communication skills and a natural ability to connect with people
- A team-first mindset with a willingness to adapt in a dynamic environment
- High school diploma or equivalent preferred
- Open availability, including weekends, holidays, and special events
- Ability to stand, walk, and stay active throughout your shift
- Ability to lift up to 50 pounds occasionally