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About the Role

Oversees Front Desk/Guest Relations operations and acts as manager on duty in the hotel in the absence of senior managers. Drives upsell revenue at Front Office and monitors expenses.

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 evolved behavior and benchmark standards.
Direct staff performing front desk duties, including welcoming and registering guests, explaining accommodations, and establishing payment methods.
Manage Front Desk staff, including interviewing, training, scheduling, conducting performance evaluations, and disciplining when needed.
Collaborate with the Guest Experience team to address guest issues and follow up accordingly.
Monitor lobby activity and assist guests, particularly VIPs and Elite Guests.
Work with Guest Service staff to ensure smooth handling of guest luggage, deliveries, and special requests.
Coordinate with the Chief Concierge and team for guest recommendations.
Assist in other areas of the department as needed.
Utilize systems appropriately for maximum guest recognition and satisfaction.
Ensure all financial and credit procedures are followed, and follow up on credit problems.
Review paid-outs, rebates, Petty Cash disbursements, and Direct Billings.
Verify cashiers' work at the end of shifts to ensure transaction reconciliation.
Take action in matters related to guest and employee safety, security, satisfaction, and well-being when senior managers are unavailable.
Respond swiftly and effectively in any hotel emergency or safety situation.
Resolve guest issues from all hotel areas with high hospitality and professionalism.
Accommodate special requests and assist guests with inquiries about hotel services, hours, personnel, events, and directions.
Respond to guest requests accurately and timely, interacting in person and by phone.
Check in guests efficiently and friendly, using their name whenever possible.
Ensure guests are assigned their requested room type and charged the correct rate.
Arrange for luggage to be delivered to guest rooms and issue correct keys.
Check out guests, ascertain satisfaction, collect keys, post late charges, and present bills.
Settle bills accurately via credit card, direct bill/city ledger, or cash.
Conduct monthly benchmark standard testing for line staff.
Perform additional duties as assigned by the Guest Experience Manager/Assistant Director of Rooms.

Requirements

At least 3 years with Four Seasons Hotels & Resorts, preferably in a front of house position.
Or, 3 or more years in a supervisory level position.
Strong interpersonal skills and ability to relate to all levels of staff.

Skills

Guest Relations
Front Desk Operations
Staff Management
Upselling
Financial Procedures
Customer Service
Hospitality

Location

Tokyo, Japan

Work Type

Full-time

Experience Level

Assistant Department Head

Education Level

College Education or equivalent

About the Company

Four Seasons is powered by its people, a collective of individuals striving for improvement and mutual respect.
Team members create amazing experiences for guests, residents, and partners through luxury with genuine heart.
The company believes in recognizing familiar faces and welcoming new ones, treating everyone with respect.
Four Seasons' purpose is to create lasting impressions through genuine connections with people and the world.