Guest Relations Manager

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.

Oversees the Front Desk operations and responds to a wide variety of guest requests by accurately assessing the guest needs and requests.

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 Relations Assistant Manager / supervisor / Staff
• Directs staff that performs the following duties and will also perform these duties on own : welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment.
• Manages the staff at the Front Desk. 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 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.

Product Functions

POSITION : Guest Relations Manager

DEPARTMENT : Front Office

LEVEL Assistant Department Head

REPORTS TO : Front Desk Manager

SUMMARY : Oversees Front Desk / Guest Relations operations and acts as manager on duty in the hotel in the absent of senior manager

EDUCATION : College Education or equivalent

EXPERIENCE : At least 3 years with Four Seasons Hotels & Resorts, preferably in a front of house position or has been 3 years or more in supervisory level

TRAVEL : Occasional, to provide assistance to other Four Seasons Hotels.

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

Profit Functions

COMPETENCIES :

KEY BEHAVIOURAL COMPETENCIES TECHNICAL SKILLS AND KNOWLEDGE

skills and a team player with high energy levels to

work with cross-functional teams.

problem solving, decision making, conflict

resolution and strategic thinking skills

KEY FUNCTIONAL COMPETENCIES

standards and service standards.

room services such as Internet, TV movies,

games, and Web service

KEY RELATIONSHIPS :

INTERNAL RELATIONSHIPS EXTERNAL RELATIONSHIPS

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