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.
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…