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About the Role
Lead Fairmont Tokyo's centralized guest communications team, serving as the primary point of contact for guests through telephone and other communication channels. This is a non-guest-facing leadership role responsible for delivering seamless service remotely by managing all incoming calls, guest requests, room service order taking, and internal dispatch coordination.
Responsibilities
- Oversee the daily operation of Royal Service, ensuring every guest interaction is handled efficiently, professionally, and with genuine care.
- Develop a high-performing team that provides a true one-stop service experience.
Requirements
- Previous leadership experience in Royal Service, PBX, Hotel Call Center or Front Office within a luxury hotel.
- Strong leadership and people management skills.
- Excellent verbal communication and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with hotel PMS, PBX/telephony systems, and service optimization tools is preferred.
- Fluent English communication skills are required.
- Japanese language skills are highly desirable.
Skills
- Leadership
- People Management
- Verbal Communication
- Problem-solving
- Hotel PMS
- PBX/telephony systems
- Service optimization tools
Location
- Tokyo
Work Type
- Permanent
- Full-Time
Experience Level
- Leadership experience
About the Company
- Fairmont Tokyo opens on July 1, 2025, with 217 rooms and suites offering stunning views.
- Facilities include Fairmont Gold experience, spa, infinity pool, and outdoor terraces.
- Features five restaurants and two bars blending authenticity with modern flair.
- Venues are available for timeless gatherings and celebrations.