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: Discover a true boutique experience at Four Seasons Hotel Tokyo at Marunouchi. Located within walking distance of Tokyo Station, this 57-key intimate urban retreat is at the heart of the city's vibrant pulse. Explore the nearby galleries and upscale boutiques in Ginza, or indulge in Tokyo's hidden gems, from sushi bars and speakeasies to exceptional izakayas and local cafes. The phenomenally talented, Chef Daniel Calvert, is at the helm of Maison Marunouchi and Michelin-starred Sézanne. The former is an elevated Parisian bistro, while the latter – listed on Asia's 50 Best Restaurants and The World’s 50 Best Restaurants – is the epitome of fine French dining yet regionally-inspired. About the role Oversees Gu e s t S e r v i c e 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 Con duct 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 Gu e s t S e r v i c e Assistant Manager / supervisor/Staff Dire c ts 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 Gu e s t S e r v i c e . Interviews, trains and schedules the staff. Con ducts Performance Evaluations and disciplines staff when needed Work closely with Gu e s t Experience team for any gu e s t experience/glitch occurred and follow up accordingly Actively monitor lobby situation and work closely with Gu e s t Experience team and provide assistance to the gu e s t (VIP, Elite Gu e s t , etc ) Works closely with Gu e s t Relation/Service staff to ensure smooth handling of gu e s t luggage, deliveries and special requests. Works closely with Chief Con c i er ge and team for any gu e s t recommendation Assist in other areas of the department as needed. Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Con ducts Performance Evaluations and disciplines staff when needed Utilize Golden appropriately for a maximum gu e s t recognition/satisfaction Assures that all supplies and inventory in Gu e s t S e r v i c e area are maintained accordingly for a smooth Gu e s t S e r v i c e operation Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel gu e s t s 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 gu e s t interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in con nection with hotel services, hours of operations, key hotel personnel, in-house events, dire c tions, etc. Responds to all gu e s t requests in an accurate and timely manner. Interaction with gu e s t will be in person and by phone Monitor lobby situation engage with the gu e s t in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner Con duct monthly Benchmark standard testing to line staff Perform any additional duties as assigned by Chief Con c i er ge or Dire c tor 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 con tribution 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.