Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This role is crucial for creating exceptional guest experiences at Four Seasons Hotel Tokyo at Marunouchi, an intimate urban retreat located near Tokyo Station. The position involves maintaining harmonious relationships, ensuring adherence to company standards, and proactively resolving guest issues to maximize satisfaction and contribute to revenue.

Responsibilities

• Maintain a harmonious and professional relationship with co-workers, supervisors, and all departments.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct.
• Develop healthy and positive relationships with other Front Office team members and all hotel employees.
• Assist in other areas of the department as needed.
• Ensure all local and corporate policies, work rules, and benchmark standards are properly applied.
• Utilize Golden appropriately to maximize guest recognition and satisfaction.
• Develop guest connections, gain feedback on their stay, and proactively seek solutions to resolve any issues.
• Process packages, faxes, messages, and mail—both outgoing and incoming—accurately and promptly.
• Keep information on restaurants, museums, attractions, maps, and local highlights up to date.
• Establish close contacts with vendors to provide guests with accurate information, ticketing, and reservations.
• Manage and control the flow of cars at the driveway.
• Welcome guests warmly at the driveway and ensure luggage is properly unloaded from vehicles.
• Work closely with valet service vendors.
• Monitor lobby activity and engage guests in a well-paced, natural, friendly, and interested manner.
• Monitor luggage storage to ensure it is kept in a safe and clean condition.
• Conduct monthly inventories of guest service tools and equipment.
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Resolve complaints and respond promptly to all guest inquiries in person or by phone.
• Actively report any issues or glitches during the shift to the Supervisor or Guest Relations Manager.
• Perform any additional duties as assigned by the Guest Relations Manager or Front Desk Manager.
• Seek opportunities to upsell higher room categories, Spa, Food & Beverage, and other hotel activities that contribute to revenue.
• Monitor and control expenses effectively.

Requirements

• High School education or equivalent experience.
• 1–2 years of experience in a similar position within a luxury hospitality brand is preferred.
• Strong communication and writing skills in both Japanese and English (Business level) required.
• No travel required.
• Excellent written and verbal communication skills to prepare and deliver reports.
• Apply an ethical approach to the outcome of situations.
• Plan and monitor duties to ensure effective and efficient use of resources, maximizing impact on the hotel’s objectives.
• Strong interpersonal and relationship-building skills to work effectively with peers, superiors, and clients.
• Demonstrate strong multitasking and prioritization abilities.
• Work in a safe, prudent, and organized manner.
• Flexibility in scheduling is required to accomplish all key responsibilities.
• A working knowledge of accounting principles and Four Seasons Internal Controls, Policies, and Procedures as they relate to cashiering (can be learned on the job).
• Ability to operate standard office equipment such as fax, scanner, copier, telephone, and calculator.
• Knowledge of and ability to operate computer systems including Opera, Mobile App, and Four Seasons Messenger.
• Good ability to read, write, and speak both English and Japanese.
• Clear understanding of the purpose and reasons for internal controls.
• Understand and adhere to hotel quality and service standards.
• Strong commitment to service excellence.
• Act as a strong and supportive team player.
• Guest satisfaction oriented.
• Excellent problem-solving skills.
• Provide basic troubleshooting support for in-room services such as Internet, TV movies, games, and web services.

Skills

• Japanese
• English
• Communication skills
• Writing skills
• Golden system utilization
• Guest relationship building
• Problem resolution
• Package, fax, message, and mail processing
• Information management (restaurants, attractions, etc.)
• Vendor coordination
• Driveway car flow management
• Luggage handling
• Valet service coordination
• Lobby activity monitoring
• Luggage storage management
• Inventory management
• Upselling
• Expense management
• Report preparation
• Ethical judgment
• Resource management
• Interpersonal skills
• Multitasking
• Prioritization
• Safe work practices
• Office equipment operation
• IT systems operation (Opera, Mobile App, Four Seasons Messenger)
• Basic troubleshooting for in-room services

Location

• Tokyo

Work Type

• Full-time

Experience Level

• 1-2 years

Education Level

• High School

About the Company

• Four Seasons is 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 company culture.
• Four Seasons believes in recognizing individuals and creating lasting impressions through genuine connections.