Floor Captain
ふろあきゃぷてん
Industry & Occupation
Classification
- Major : Service Occupations
- Middle : Customer Service and Food Service Occupations
- Minor : Inn and Hotel Customer Service Staff
Summary
A role that oversees service operations across the entire guest room floor in hotels or ryokans, managing staff, maintaining quality, and providing guest services.
Description
The Floor Captain oversees all services on the guest room floor, managing staff shifts, education, and guidance. Responsible for guest services from check-in to check-out, handling complaints and emergencies, operations management including housekeeping and coordination with other departments, and inspecting and improving service quality. Also involved in staff development, training program planning, operation manual creation, and efforts to enhance customer satisfaction.
Future Outlook
Stable demand is expected with the recovery of inbound tourism and expansion of domestic tourism needs. While AI and automation technologies advance, the value of personnel with personal hospitality skills remains consistently high.
Personality Traits
Has leadership / Keen observer / Patient / Proactive / Service-minded
Work Style
Career Path
Room Attendant → Floor Captain → Guest Room Section Chief → Supervisor → Assistant Manager → Hotel Manager
Required Skills
Complaint Handling / Hospitality Manners / Operations Management / PMS Operation / Shift Management / Staff Management
Recommended Skills
Hospitality Management Software Operation / Language Skills / Quality Management / Training Planning and Operation
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because flexibility is required to handle busy periods and sudden changes. |
| Attention to Detail & Accuracy | Essential for detailed cleaning and amenity checks, and maintaining service quality. |
| Communication Skills | Because smooth communication with diverse guests and staff is necessary. |
| Initiative & Leadership | Because proactive actions and suggestions are needed to improve services. |
| Physical Stamina & Endurance | Because physical stamina is required to walk around the floor and perform long hours of duties. |
| Planning & Organization | Because it involves planning and executing shift adjustments and service operation plans. |
| Problem Solving | Because it is necessary to quickly provide solutions for complaints and emergencies. |
| Stress Tolerance | Because endurance in high-stress environments such as busy operations and complaint handling is required. |
| Collaboration & Teamwork | Because collaboration across multiple departments and leading staff is required. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Numerical & Quantitative Analysis | Because mathematical analysis is minimal, with emphasis mainly on on-site operations. |
Related Qualifications
- Hotel Business Operations Certification
- Service Manners Certification
- TOEIC
Aliases
- Floor Leader
- Guest Room Staff Leader
Related Jobs
- Bellperson
- Concierge
- Duty Manager
- Front Clerk
- Housekeeping Manager