Guest Service / Concierge Assistant Manager
Four Seasons Hotels
Guest Service / Concierge Assistant Manager
Job Description
About Four Seasons:Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.About the location:Nestled in the vibrant Marunouchi district, just minutes from Tokyo Station and Ginza, the newly renovated Four Seasons Hotel Tokyo at Marunouchi offers a rare sense of intimacy. With only 57 rooms and suites, the hotel welcomes guests into a tranquil sanctuary in the heart of Japan’s iconic capital. Reimagined as a contemporary manor, it combines elegant design with the warmth of home, offering an elevated expression of residential living. Highly personalised service, bespoke experiences and tailored itineraries unlock Tokyo’s endless possibilities for exploration, while memorable dining awaits at SÉZANNE, the award-winning French restaurant, and Maison Marunouchi, the hotel’s all-day bistro.About the role Oversees Guest Service operations and acts as manager on duty in the hotel in the absent of senior manager What you will do Maintain harmonious and professional relationship with all departments Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. Must have strong interpersonal skills and be able to relate to all levels of staff. Coaches staff to achieve evolve behavior & benchmarks standards of Guest Service Assistant Manager / supervisor/Staff Directs staff that performs the following duties and will also perform these duties on own: Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive Manages the staff at Guest Service. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed Work closely with Guest Experience team for any guest experience/glitch occurred and follow up accordingly Actively monitor lobby situation and work closely with Guest Experience team and provide assistance to the guest (VIP, Elite Guest, etc) Works closely with Guest Relation/Service staff to ensure smooth handling of guest luggage, deliveries and special requests. Works closely with Chief Concierge and team for any guest recommendation Assist in other areas of the department as needed. Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed Utilize Golden appropriately for a maximum guest recognition/satisfaction Assures that all supplies and inventory in Guest Service area are maintained accordingly for a smooth Guest Service operation Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation Resolves customer glitch from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone Monitor lobby situation engage with the guest in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner Conduct monthly Benchmark standard testing to line staff Perform any additional duties as assigned by Chief Concierge or Director of Rooms To drive upsell program and have a strategy to achieve it Monitor and maintain expenses What you bring · · Familiar with Opera system and computer skill of Microsoft Word, Excel, Power Point, Golden and Mobile App · Good knowledge of credit card handling procedure · Good knowledge of surrounding popular and high-class dining recommendation · Good knowledge of both in an off-hotel activity · Open to learn more on technology basis application that comply to Four Seasons establishment such as Golden, Mobile App, FS. Messenger, HotSos GRMS · Good knowledge of the Four Seasons policies and procedures. What we offer: • Competitive Salary, wages, and a comprehensive benefits package • Excellent Training and Development opportunities • Complimentary Accommodation at other Four Seasons Hotels and Resort • 50％F&B outlet discount for other Four Seasons Hotel in Japan. • Complimentary Employee Meals • Social insurance • Define contribution benefit • Yearly health checks up Schedule & Hours: • 40 working hours per week. • 10 days off every month except February （9 days） * Successful candidates must possess legal work authorization for Japan and be fluent in English and Japanese business communication.
Locations
- Four Seasons Tokyo - Marunouchi
Skills Required
- credit card handling procedureintermediate
- surrounding popularintermediate
- both in an off-hotel activityintermediate
- Four Seasons policiesintermediate
Required Qualifications
- · Familiar with Opera system and computer skill of Microsoft Word, Excel, Power Point, Golden and Mobile App (experience)
- · Good knowledge of credit card handling procedure (experience)
- · Good knowledge of surrounding popular and high-class dining recommendation (experience)
- · Good knowledge of both in an off-hotel activity (experience)
- · Open to learn more on technology basis application that comply to Four Seasons establishment such as Golden, Mobile App, FS. Messenger, HotSos GRMS (experience)
- · Good knowledge of the Four Seasons policies and procedures. (experience)
Responsibilities
- Maintain harmonious and professional relationship with all departments
- Maintain harmonious and professional relationship with all departments
- Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
- Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
- Must have strong interpersonal skills and be able to relate to all levels of staff.
- Must have strong interpersonal skills and be able to relate to all levels of staff.
- Coaches staff to achieve evolve behavior & benchmarks standards of Guest Service Assistant Manager / supervisor/Staff
- Coaches staff to achieve evolve behavior & benchmarks standards of Guest Service Assistant Manager / supervisor/Staff
- Directs staff that performs the following duties and will also perform these duties on own: Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive
- Directs staff that performs the following duties and will also perform these duties on own: Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive
- Manages the staff at Guest Service. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
- Manages the staff at Guest Service. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
- Work closely with Guest Experience team for any guest experience/glitch occurred and follow up accordingly
- Work closely with Guest Experience team for any guest experience/glitch occurred and follow up accordingly
- Actively monitor lobby situation and work closely with Guest Experience team and provide assistance to the guest (VIP, Elite Guest, etc)
- Actively monitor lobby situation and work closely with Guest Experience team and provide assistance to the guest (VIP, Elite Guest, etc)
- Works closely with Guest Relation/Service staff to ensure smooth handling of guest luggage, deliveries and special requests.
- Works closely with Guest Relation/Service staff to ensure smooth handling of guest luggage, deliveries and special requests.
- Works closely with Chief Concierge and team for any guest recommendation
- Works closely with Chief Concierge and team for any guest recommendation
- Assist in other areas of the department as needed.
- Assist in other areas of the department as needed.
- Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
- Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
- Utilize Golden appropriately for a maximum guest recognition/satisfaction
- Utilize Golden appropriately for a maximum guest recognition/satisfaction
- Assures that all supplies and inventory in Guest Service area are maintained accordingly for a smooth Guest Service operation
- Assures that all supplies and inventory in Guest Service area are maintained accordingly for a smooth Guest Service operation
- Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation
- Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation
- Resolves customer glitch from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
- Resolves customer glitch from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
- Monitor lobby situation engage with the guest in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner
- Monitor lobby situation engage with the guest in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner
- Conduct monthly Benchmark standard testing to line staff
- Conduct monthly Benchmark standard testing to line staff
- Perform any additional duties as assigned by Chief Concierge or Director of Rooms
- Perform any additional duties as assigned by Chief Concierge or Director of Rooms
- To drive upsell program and have a strategy to achieve it
- To drive upsell program and have a strategy to achieve it
- Monitor and maintain expenses
- Monitor and maintain expenses
Benefits
- general: • Competitive Salary, wages, and a comprehensive benefits package
- general: • Excellent Training and Development opportunities
- general: • Complimentary Accommodation at other Four Seasons Hotels and Resort
- general: • 50％F&B outlet discount for other Four Seasons Hotel in Japan.
- general: • Complimentary Employee Meals
- general: • Social insurance
- general: • Yearly health checks up
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