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About the Role

Four Seasons Hotel Tokyo at Marunouchi is an intimate urban retreat located near Tokyo Station, offering a boutique experience in the heart of the city. The hotel is known for its exceptional service and proximity to vibrant city attractions and dining. This role involves leading front office operations to ensure outstanding guest experiences.

Responsibilities

• Maintain harmonious and professional relationships with all departments.
• Comply with and enforce Four Seasons’ Work Rules and Standards of Conduct.
• Coach staff to achieve evolving behavior and benchmarks.
• Welcome and register hotel guests, explaining accommodations and establishing credit.
• Manage Front Desk staff, including interviewing, training, and scheduling.
• Conduct performance evaluations and discipline staff when needed.
• Work closely with the Guest Experience team for guest issue resolution and follow-up.
• Monitor lobby situations and provide assistance to guests, including VIPs and elite guests.
• Ensure smooth handling of guest luggage, deliveries, and special requests.
• Assist with concierge recommendations and guest guidance.
• Support other departmental tasks as needed.
• Utilize systems for maximum guest recognition and satisfaction.
• Ensure financial and credit procedures are followed.
• Review financial transactions and ensure proper approvals.
• Respond to hotel emergencies and safety situations.
• Resolve guest issues with high hospitality and professionalism.
• Assist customers with inquiries about hotel services, hours, personnel, events, and directions.
• Check in guests efficiently and in a friendly manner, using guest names.
• Arrange for luggage delivery and issue correct keys.
• Check out guests, ascertain satisfaction, and settle bills accurately.
• Conduct monthly benchmark standard testing for line staff.
• Drive upsell revenue at the Front Office and develop strategies to achieve it.
• Monitor and maintain departmental expenses.

Requirements

• College education or equivalent.
• At least 3 years of experience with Four Seasons Hotels & Resorts, preferably in a front of house position or at a supervisory level.
• High communication and writing skills in both Japanese and English (business level).
• Occasional travel may be required to provide assistance to other Four Seasons Hotels.

Skills

• Strong interpersonal skills.
• Excellent communication skills (verbal and written).
• Problem-solving skills.
• Decision-making skills.
• Conflict resolution skills.
• Strategic thinking skills.
• Opera PMS proficiency.
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint).
• Familiarity with Golden, FS Mobile App, FS Messenger, HotSOS GRMS.
• Knowledge of credit card handling procedures.
• Knowledge of local dining and activities.
• Ability to learn new technologies and systems.
• Teamwork.
• Leadership.
• Guest satisfaction orientation.
• Adaptability.
• Troubleshooting skills for in-room services (Internet, TV, etc.).

Location

• Tokyo, Japan

Work Type

• Full-time

Experience Level

• 3+ years

Education Level

• College Education or equivalent

About the Company

• Four Seasons is a company powered by its people, fostering a culture of continuous improvement and mutual respect.
• The company is dedicated to creating exceptional guest experiences through a world-class employee experience and culture.
• Four Seasons believes in recognizing individuals and treating everyone with respect.
• The company's purpose is to create lasting impressions through genuine connections.
• Four Seasons offers the opportunity to build a lifelong career with global potential and a sense of pride.