Be the 24/7 contact for guests travelling in Japan: solve problems on tour, keep partners informed and log every case.
About Explera DMC
Explera DMC is a premier Destination Management Company dedicated to delivering exceptional travel and event experiences worldwide. We operate with a global mindset while maintaining rigorous compliance standards.
Role overview
We are seeking a Guest Services & Duty Officer for our Tokyo office. When a guest needs help, whether a missed pick-up, a medical issue or a room problem, you are the person they and our partners call, day or night on your duty shift.
You will solve problems quickly with operations and suppliers, keep partners updated and make sure every case is recorded and closed.
Key responsibilities
1. Guest support
- Answer guest and partner calls and WhatsApp messages on the duty phone
- Solve on-tour problems with drivers, guides, hotels and operations
- Arrange doctors, hospitals, police reports or lost-item searches when needed
2. Partner updates
- Keep the partner agent informed until every case is closed
- Escalate serious incidents to the operations manager straight away
3. Records & follow-up
- Log every case, action and outcome in our system
- Follow up complaints and feedback, and share weekly lessons with the team
Requirements
- 1+ years in guest relations, hotel front office, travel operations or customer support
- Calm, kind and decisive under pressure
- Japanese and good English; Hindi is a plus
- Able to work rotating shifts, including nights, weekends and holidays
- Valid right to work in Japan
Why join Explera DMC?
- Make a real difference to guests when it matters most
- Gain exposure to global travel markets and cross-border operations across Asia
- Be part of a dynamic, growing DMC with a strong compliance culture
- Autonomy to own your role and drive process improvements
Skills and Languages
Languages
- Japanese
- JLPT N2
- English
- Business
Skills
- Guest support
- Emergency handling
- Problem solving
- WhatsApp and phone support
- Incident reporting
Education
Graduate or diploma in any discipline
Questions about this role
What does the Guest Services & Duty Officer – Japan at Explera do?
Be the 24/7 contact for guests travelling in Japan: solve problems on tour, keep partners informed and log every case. Day to day, the role includes: answer guest and partner calls and WhatsApp messages on the duty phone; solve on-tour problems with drivers, guides, hotels and operations; arrange doctors, hospitals, police reports or lost-item searches when needed.
Where is the Guest Services & Duty Officer – Japan role based, and is it remote?
Location: Tokyo, Japan. Work mode: Office. Employment: full-time. The role is with Explera Japan K.K., part of Explera Group, a B2B destination management company in Thailand, Japan, South Korea, Indonesia, India and Hong Kong.
What experience and qualifications do I need?
Experience: 1–4 years. Education: Graduate or diploma in any discipline. Languages: Japanese (JLPT N2), English (Business). Key requirement: 1+ years in guest relations, hotel front office, travel operations or customer support.
What is the salary for the Guest Services & Duty Officer – Japan?
The salary is discussed at interview and confirmed in a written offer. The application form asks for your current and expected salary.
How do I apply for the Guest Services & Duty Officer – Japan?
Apply online at https://career.expleradmc.com/jobs/guest-services-duty-officer-japan-tokyo-jpgs26/apply. The form takes about 10 minutes: your details, CV and the role's questionnaire, plus the documents it asks for (usually a recent photo, a photo ID and your highest education certificate). You can also email your CV to hr@expleradmc.com with the job title in the subject line.
What is the hiring process?
1. Apply (10 min): send your profile and resume in about 10 minutes. 2. Screening (within 5 days): a recruiter reviews your application and may call for a short chat. 3. Interview (1–2 rounds): meet the hiring manager and team, online or in the office. 4. Offer (within 1 week): a written offer with salary, benefits and start date. 5. Welcome (first 30 days): onboarding with your team, systems access and a buddy.
When does this job close?
Applications close on 12 November 2026. Apply early: we review applications as they arrive.
