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About the Role
Oversees Guest Service operations and acts as manager on duty in the hotel in the absence of senior management.
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.
- Coach staff to achieve evolving behavior and benchmark standards.
- Deliver and pick up guest luggage, moving it to storage or the Front Drive.
- Manage Guest Service staff, including interviewing, training, scheduling, conducting performance evaluations, and disciplining.
- Collaborate with the Guest Experience team for guest issues and follow-ups.
- Monitor lobby situations and provide assistance to guests, including VIPs and Elite Guests.
- Ensure smooth handling of guest luggage, deliveries, and special requests with Guest Relation/Service staff.
- Coordinate with the Chief Concierge and team for guest recommendations.
- Assist in other departmental areas as needed.
- Manage Front Desk staff, including interviewing, training, scheduling, conducting performance evaluations, and disciplining.
- Utilize Golden appropriately for maximum guest recognition and satisfaction.
- Maintain adequate supplies and inventory in the Guest Service area for smooth operations.
- Take action in all matters related to the safety, security, satisfaction, and well-being 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 hotel areas, handling guest interactions with high hospitality and professionalism.
- Accommodate special requests and assist guests with inquiries about hotel services, hours, personnel, events, and directions.
- Respond to all guest requests accurately and in a timely manner.
- Engage with guests in the lobby in a natural, friendly, and interested manner.
- Conduct monthly benchmark standard testing for line staff.
- Perform additional duties as assigned by the Chief Concierge or Director of Rooms.
- Drive the upsell program and develop strategies to achieve it.
- Monitor and maintain expenses.
Requirements
- Familiarity with the Opera system.
- Computer skills in Microsoft Word, Excel, and Power Point.
- Familiarity with Golden and Mobile App.
- Good knowledge of credit card handling procedures.
- Good knowledge of surrounding popular and high-class dining recommendations.
- Good knowledge of both in-hotel and off-hotel activities.
- Openness to learning new technology applications relevant to Four Seasons, such as Golden, Mobile App, FS Messenger, and HotSos GRMS.
- Good knowledge of Four Seasons policies and procedures.
- Must possess legal work authorization for Japan.
- Fluent in English and Japanese business communication.
Skills
- Guest Service operations
- Interpersonal skills
- Staff coaching
- Luggage handling
- Staff management
- Guest relations
- Front Desk operations
- Guest recognition
- Inventory management
- Safety and security
- Emergency response
- Customer service
- Upselling
- Expense management
- Opera system
- Microsoft Word
- Microsoft Excel
- Microsoft Power Point
- Golden
- Mobile App
- Credit card handling
- Dining recommendations
- Hotel and off-hotel activities
- Technology application
- Four Seasons policies and procedures
- English communication
- Japanese communication
Location
- Tokyo, Japan
Work Type
- Full-time
Experience Level
- Manager on Duty
- Supervisory
Salary/Compensations
- Competitive Salary, wages
Benefits
- Comprehensive benefits package
- Excellent Training and Development opportunities
- Complimentary Accommodation at other Four Seasons Hotels and Resorts
- 50% F&B outlet discount at 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, fostering a culture of continuous improvement and mutual respect.
- Team members create exceptional guest experiences through a commitment to luxury with genuine heart.
- The company prioritizes a world-class employee experience and company culture.
- Four Seasons believes in recognizing individuals and treating everyone with respect.
- The purpose is to create lasting impressions through genuine connections with people and the world.