Luxury Travel Concierge – Bilingual Japanese & English
wondertrunk & co. · Shibuya-ku, Tokyo, Japan
Apply & track with Apply EdgeAbout wondertrunk & co.wondertrunk & co. is an inbound travel and destination marketing company founded in 2016 and part of the Hakuhodo Group.Our mission is:“Turning Japan’s regions into world-class travel destinations.”We connect international travelers with extraordinary places, people, and experiences across Japan through two main areas of business:Destination MarketingLuxury TravelOur Luxury Travel team designs and operates fully customized journeys in Japan for affluent international travelers.We work with consultants, travel professionals, media, and partners across North America, Latin America, Europe, Australia, and Asia.Our team is highly international and includes people from a wide variety of backgrounds, including travel, advertising, entertainment, art, design, and public policy.In 2025, wondertrunk & co. received the Japan Tourism Agency Commissioner Award at the 9th Japan Tourism Awards.About the RoleWe are looking for a Luxury Travel Concierge to support international guests while they are traveling in Japan.Once a guest’s journey begins, the Concierge becomes one of the key points of contact responsible for protecting the quality of the travel experience.You will communicate directly with guests, handle requests and last-minute changes, coordinate with Japanese suppliers, and troubleshoot issues as they arise.This is not simply a customer inquiry role.You will need to understand the full context of each trip, assess what needs to happen next, coordinate with the appropriate people, and follow issues through to resolution.You will work closely with Travel Consultants, Travel Coordinators, the Product Team, hotels, restaurants, transportation providers, guides, and other suppliers.This role reports to the Travel General Manager.Key ResponsibilitiesGuest Support During TravelServe as a key point of contact for international guests traveling in JapanRespond promptly and professionally to guest questions, requests, and concernsArrange restaurant bookings, reservation changes, cancellations, transportation, activities, and other travel-related requestsMonitor active trips and identify changes or issues that may affect the guest experienceHandle unexpected issues such as delays, reservation problems, service failures, lost items, or last-minute changesCommunicate with VIP and luxury travelers in a calm, polished, and professional mannerExercise good judgment within established guidelines and escalate appropriately when additional support or decision-making is requiredFollow issues through to resolution rather than simply passing them onSupplier CoordinationCoordinate with hotels, restaurants, transportation companies, guides, activity providers, and other suppliersConfirm arrangements, request changes, and resolve operational issues during travelBridge communication between English-speaking guests and Japanese-speaking suppliersAccurately convey special requests, changes, and important contextual informationSupport smooth communication even in complex or time-sensitive situationsInternal Coordination and DocumentationKeep Travel Consultants, Travel Coordinators, the Product Team, and relevant internal members informed of important updatesCommunicate itinerary changes, guest concerns, supplier issues, and operational risks clearly and promptlyMaintain accurate records of guest communication, supplier communication, changes, and follow-upEnsure that another team member can understand the status of an active trip and take over smoothly when necessaryProvide clear handovers between shifts and team membersShare recurring guest feedback, supplier issues, or service patterns that may help improve future tripsRecommendations and Local KnowledgeRecommend restaurants, shops, activities, and local experiences based on guest preferences and interestsMaintain strong knowledge of Japanese culture, customs, geography, restaurants, shops, and travel experiencesContinuously update your knowledge and share useful findings with the teamWhat We ValueWe are not simply looking for someone who can speak English and Japanese.The successful candidate will be able to understand what a guest needs, choose the right tone and wording, organize information clearly, and solve problems calmly and professionally.In particular, we value people who can:Respond to guests quickly and professionallyRemain calm and organized in unexpected or high-pressure situationsIdentify when an issue should be escalated and communicate it earlyThink in terms of “how can we make this work?” rather than stopping at what is difficultTake responsibility for the overall guest experience, not only individual tasksMaintain clear records and handoversCommunicate respectfully and constructively with guests, suppliers, and colleaguesFollow through until an issue is fully resolvedLanguage RequirementsEnglish: Native-level / full professional proficiency requiredMust be able to communicate naturally, confidently, and professionally with international guests across phone, messaging, and emailStrong spoken English is essentialMust be able to handle requests, complaints, last-minute changes, and sensitive guest situations with tact, nuance, and professionalismJapanese: Business-level proficiency requiredMust be able to independently coordinate with Japanese hotels, restaurants, transportation companies, and other suppliers by phone and emailMust be able to understand operational details, explain requests clearly, and resolve issues in JapaneseWe welcome candidates of any nationality or language background. What matters is the ability to work professionally and independently in both English and Japanese.Required Experience & SkillsProfessional experience in customer service, hospitality, concierge, travel, or a related fieldExcellent interpersonal and communication skillsStrong judgment and ability to prioritize multiple requestsAbility to remain calm and solutions-focused under pressureGood knowledge of or strong interest in Japanese culture, geography, customs, and travelValid authorization to work in JapanPreferred QualificationsConcierge experience at a luxury hotelExperience in five-star hospitality, luxury travel, or VIP guest servicesExperience supporting international travelersExperience coordinating with hotels, restaurants, DMCs, travel agencies, or transportation providersExperience serving affluent or high-net-worth clientsExperience living, studying, or working in an international environmentWho We’re Looking ForGenuinely enjoy helping people and creating great experiencesHave a strong service mindsetUnderstand how to communicate with different people and adapt your tone appropriatelyStay calm and flexible when situations changeEnjoy working collaboratively as part of a teamAre interested in sharing the best of Japan with international travelersEnjoy working in a multicultural environmentTake ownership of problems and actively work toward solutionsEmployment ConditionsEmployment type: Full-time, permanent