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About the Role

Oversees Front Desk/Guest Relations operations and acts as manager on duty in the hotel in the absent of senior manager.

Responsibilities

• Maintain harmonious and professional relationship with all departments.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct.
• Coach staff to achieve evolve behavior & benchmarks standards of Guest Relations Assistant Manager / supervisor/Staff.
• Welcome and register hotel guests, explaining accommodations and establishing credit or method of payment.
• Manage Front Desk staff, including interviewing, training, scheduling, conducting performance evaluations, and disciplining staff.
• Work closely with Guest Experience team for any guest experience/glitch occurred and follow up accordingly.
• Actively monitor lobby situation and work closely with Guest Experience team and provide assistance to the guest.
• Work closely with Guest Service staff to ensure smooth handling of guest luggage, deliveries and special requests.
• Work closely with Chief Concierge and team for any guest recommendation.
• Assist in other areas of the department as needed.
• Utilize Golden appropriately for maximum guest recognition/satisfaction.
• Ensure all financial and credit procedures are followed.
• Follow up on credit problems with Front Office Manager and/or Credit Manager.
• Review all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
• Check cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and back up.
• Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available.
• Respond swiftly and effectively in any hotel emergency or safety situation.
• Resolve customer issues from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, and directions.
• Respond to all guest requests in an accurate and timely manner.
• Check in guests efficiently and friendly, using guest name whenever possible.
• Ensure guests are assigned their requested room type and the correct rate is charged.
• Arrange for luggage to be delivered to guest rooms.
• Issue correct keys to guests.
• Check out guests at end of stay, ascertain guest satisfaction, collect keys, post late charges and present bills.
• Settle bills accurately through credit card, direct bill / city ledger or cash transaction.
• Perform monthly Benchmark standard testing to line staff.
• Perform any additional duties as assigned by the Front Office Manager/Director of Rooms.
• Drive upsell revenue at Front Office and have a strategy to achieve it.
• Monitor and maintain expenses.

Requirements

• Must have strong interpersonal skills and be able to relate to all levels of staff.
• College Education or equivalent.
• At least 3 years with Four Seasons Hotels & Resorts, preferably in a front of house position or has been 3 years or more in supervisory level.

Skills

• Guest Relations
• Front Desk Operations
• Staff Management
• Customer Service
• Upselling
• Financial Procedures
• Credit Procedures
• Interpersonal Skills

Location

• Tokyo

Work Type

• Full-time

Experience Level

• 3+ years supervisory experience

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 Resort
• 50％F&B outlet discount for other Four Seasons Hotel in Japan.
• Complimentary Employee Meals
• Social insurance
• Define contribution benefit
• Yearly health checks up

About the Company

• Four Seasons is powered by its people, a collective of individuals who strive for improvement and treat each other with respect.
• Team members create amazing experiences for guests, residents, and partners 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 terrace), VIRTÙ (concept bar), and THE LOUNGE (for meetings, afternoon tea with views).