Assistant Front Office Manager

Job description

The Peninsula Hotels, a division of The Hong Kong and Shanghai Hotels Limited, operates twelve world-class luxury hotels across Asia, Europe, and the USA. Known for our legendary hospitality and commitment to excellence, we offer an extraordinary environment that blends elegance with modernity, delivering unforgettable experiences to our guests.​ At The Peninsula Tokyo, we are proud of our diverse, dynamic team of over 500 employees from 33 different nationalities. As we continue to grow, we are committed to creating a supportive, inclusive workplace where our team members thrive. Our focus on employee well-being , career growth , financial rewards , and continuous learning and development ensures our employees feel valued. In 2024, we made a significant investment in our talent by increasing base salary remuneration by over 29%, ensuring we remain competitive and continue to offer outstanding employee benefits .​ Utilise your problem solving skills, creativity and front office operation knowledge to drive exceptional guest experiences, creating a seamless guest journey, and process efficiencies Being part of a diverse front office team and interact with guests from various backgrounds Utilise your leadership capability to fostering teamwork and culture Key Accountabilities Supervise and lead the Front Office team (Front desk, Guest Relations, Concierge, Guest Service, Guest Communication Center) by ensuring proper staffing levels, training, performance management, and effective communication. Ensure VIP and special guest handling by overseeing room preparations, amenities, and personalized service delivery. Cultivate a motivated and skilled Front Office team by fostering a culture of continuous improvement and professional development, ensuring alignment with the hotel’s goals. Strategically manage front office operations to deliver exceptional guest experiences, creating a seamless guest journey, driving process efficiencies, ensuring alignment with PSP. To ensure every guest experience is personalized and to inspire within each guest an emotional bond. Control operational costs including payroll, overtime, and expenses in line with budget while maintaining service standards. Collaborate with Revenue Management to maximize room occupancy, average daily rates, aligning room allocation with market demand, and encourage upselling opportunities to increase revenue while enhancing guest experiences. Coordinate with various departments to ensure all guest needs are met and rooms are maintained to the highest standards by close communication with Housekeeping and Engineering department. Ensure all Front Office operations comply with hotel policies, brand standard compliance and legal regulations and HSH standards. Be familiar with the hotel emergency procedures and ensure the safety and security of guests and staff. As well as proper documentation and escalation of each situation accordingly Requirements 5 years’ experience in Front Office operation, with 1-2 years managerial role Strong leadership skills with effective communication skills. Teamwork and collaboration. Problem solving and conflict resolution. Adaptability and Flexibility. Cultural Sensitivity. Safety and security awareness. Business level writing and speaking abilities in English, Japanese language proficiency is an advantage The Peninsula Tokyo​ Perfectly located opposite the Imperial Palace and just minutes from the shopping capital of Ginza, The Peninsula Tokyo offers guests breathtaking views of the city’s iconic skyline. As we continue to enhance both our service excellence and career opportunities, we increased our base salary remuneration by over 29% in 2024. Entry-level monthly base pay now starts at JPY 302,100 across all departments. .responsive { width: 100%; max-width: 550px; height: auto; }