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.  

• Coach, mentor, and develop employees on Four Seasons service standards and guest engagement practices. 

• Proactively engage with guests, recognize preferences, and create personalized experiences for VIP, returning, and elite guests. 

• Coordinate pre-arrival, arrival, stay, and post-departure communications to maximize guest satisfaction. 

• 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.