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About the Role

Respond to a wide variety of guest requests by accurately assessing guest needs and requests, then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Responsibilities

Maintain harmonious and professional relationships with all departments and the Home Office.
Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct.
Plan, organize, lead, and control different projects and activities within the Concierge team.
Identify coaching moments and ensure they become opportunities for learning and development for the Concierge team.
Establish rapport with the Concierge team and other hotel divisions.
Supervise the day-to-day duties of the Concierge team and assist as necessary.
Hold monthly department meetings with Concierge Staff to ensure communication and address team issues.
Participate in and develop staff training programs and development plans to minimize staff turnover and maintain high morale.
Select and recruit qualified individuals, supervise, train, and motivate department staff.
Meet with the Director of Rooms regularly to communicate Concierge activities and results.
Actively network within the community to attract potential candidates for recruitment.
Prepare reviews and development plans and take appropriate personnel actions for Concierge staff.
Conduct oneself in a professional manner at all times.
Assist in other areas of the department as needed.
Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests and resolving customer complaints.
Assist customers with inquiries regarding hotel services, hours of operation, key personnel, in-house events, and directions.
Ensure Concierge Staff are knowledgeable about city activities and maintain vendor contacts for guest information, ticketing, and reservations.
Ensure desk collateral and information for restaurants, museums, attractions, and maps are updated and current.
Process packages, faxes, messages, and mail accurately and in a timely manner.
Work closely with Front Desk, Reservations, Door Staff, Bell Staff, and Valet Parking to ensure smooth guest arrivals and departures.
Utilize software programs to accurately input special arrangements and ensure proper billing.
Assist with responsibilities and duties during absences or heavy volume in Lobby coverage.
Provide basic troubleshooting support for in-room services such as Internet, TV, and games.
Work closely with Bell Staff to ensure smooth handling of guest luggage, deliveries, and special requests.
Establish unique guest experience programs with outside vendors to maximize guest satisfaction.
Ensure service and production are provided in the proper manner, maintaining high standards.
Understand, maintain, and execute operational manuals and guidelines.
Be aware of and initiate improvements, maintaining an open mind.
Create progressive reporting relationships with superiors and subordinates with clear communication.
Ensure departments look after their equipment and treat it with respect.
Develop decision-making and problem-solving skills; delegate effectively.
Continuously strive for improvement of processes and efficiency.
Perform any additional duties as assigned by the Director of Rooms.
Compile and submit annual operating budgets, capital expenditures, and department requirements.
Monitor and control hotel expenses, paying attention to daily reporting and addressing issues affecting guest experience.
Adhere to operating budgets.
Understand and control costs; detect and address waste in productivity.
Assist the Director of Rooms in budgeting.

Requirements

University degree or college degree
Over two to five years of experience in a related position with Four Seasons or another organization

Skills

Global working perspective
Excellent communication skills – written and verbal
Great understanding of Self-Esteem and Self-Actualization of Team
Ability to supervise
Decision-making skills
Problem-solving skills
Delegation skills

Location

Tokyo

Work Type

Full-time

Experience Level

Mid-level

Education Level

University degree or college degree

Benefits

Competitive Salary, wages, and a 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, 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 with people and the world.
Four Seasons Hotel Tokyo at Otemachi occupies the top floors of a landmark 39-floor tower, blending modern high-style design with classical Japanese elements.
The Hotel offers tasteful event venues, dynamic dining and drinking spaces, and a unique experience.
It boasts a prime location above Otemachi Station in Tokyo's financial district, next to the Imperial Palace.
The SPA is a tranquil sky-high sanctuary with vitality pools, mist chairs, and traditional Japanese ofuro baths.
Dining options include est (Michelin-starred French), PIGNETO (authentic Italian), VIRTÙ (concept bar), and THE LOUNGE with views of the Imperial Palace Gardens and Tokyo skyline.