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About the Role

Seek out opportunities for guest-centric experiences in all hotel outlets and assist in implementing processes to ensure these opportunities are executed by all employees.

Responsibilities

• Maintain harmonious and professional relationships with all departments.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct.
• Provide coaching to achieve Evolve behavior and benchmark standards of Guest Experience.
• Supervise the activities of the Guest Experience team to ensure adherence to Four Seasons standards, policies, and procedures.
• Assist in other areas of the department as needed.
• Manage Front Desk staff, including interviewing, training, scheduling, and conducting performance evaluations.
• Create a positive and motivated working environment that promotes teamwork.
• Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area.
• Utilize Golden appropriately for maximum guest recognition and satisfaction.
• Provide Crunch Team assistance throughout the hotel.
• Measure results and communicate them to the team weekly.
• Identify and implement innovative ways to provide anticipatory service for better guest experience.
• Analyze causes of glitches, take action to minimize recurrence, and update guest profiles for future anticipation.
• Coordinate correspondence with guests pre and post-stay, with a focus on ELITE GUEST contact.
• Take action in all matters related to guest and employee safety, security, satisfaction, and well-being without requiring special direction.
• Respond swiftly and effectively in any hotel emergency or safety situation.
• Resolve glitches from all hotel areas, handling guest interactions with the highest level of hospitality and professionalism.
• Accommodate special requests whenever possible.
• Assist customers with inquiries regarding hotel services, hours of operation, key personnel, in-house events, and directions.
• Respond to all guest requests accurately and in a timely manner.
• Interact with guests in person and by phone.
• Assist Reservations and Front Office teams in identifying guest preferences and achieving a seamless arrival experience for returning guests.
• Monitor lobby situations and engage with guests in a friendly and interested manner, receiving and following up on feedback.
• Conduct monthly Benchmark standard testing for line staff.
• Perform additional duties as assigned by the Front Office Manager or Director of Rooms.
• Assist the Front Office team in identifying potential upsell guests to a higher room category.
• Drive the upsell program through guest engagement.
• Maintain and control expenses.

Requirements

• At least 3 years with Four Seasons Hotels & Resorts, preferably in a front-of-house position or 3 years in a supervisory level.

Skills

• Strong interpersonal skills
• Ability to relate to all levels of staff

Location

• Tokyo

Work Type

• Full-time

Experience Level

• 3+ years

Education Level

• College Education or equivalent

Benefits

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resorts
• 50% F&B outlet discount for other Four Seasons Hotels in Japan
• Complimentary Employee Meals
• Social insurance
• Defined contribution benefit
• Yearly health checks up

About the Company

• Four Seasons is powered by its people, a collective of individuals striving for improvement and mutual respect.
• Team members create amazing experiences for guests through a commitment to luxury with genuine heart.
• The company believes in recognizing familiar faces, welcoming new ones, and treating everyone with respect.
• Four Seasons' purpose is to create lasting impressions through genuine connections.
• Occupying the top floors of a landmark 39-floor tower, Four Seasons Hotel Tokyo at Otemachi seamlessly blends modern high-style design with classical Japanese elements.
• The Hotel offers a unique experience with tasteful event venues and dynamic dining and drinking spaces.
• It boasts a prime location above Otemachi Station in Tokyo's prominent financial district, next to the Imperial Palace.
• The SPA is a tranquil sky-high sanctuary with water features, vitality pools, mist chairs, and traditional Japanese ofuro baths.
• Dining options include est (Michelin-starred contemporary French), PIGNETO (authentic Italian with an al fresco terrace), VIRTÙ (immersive concept bar), and THE LOUNGE (ideal for meetings or afternoon tea with views of the Imperial Palace Gardens and Tokyo skyline).