Manager, Guest Experience

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:

Occupying the top floors of a landmark 39-floor tower, Four Seasons Hotel Tokyo at Otemachi seamlessly blends modern high-style design with classical Japanese elements. From tasteful event venues to dynamic dining and drinking spaces, the Hotel offers a unique experience that is distinctively Four Seasons. The Hotel boasts a prime location above Otemachi Station in Tokyo's prominent financial district, right next to the Imperial Palace. The SPA is a tranquil sky-high sanctuary, complete with water features: vitality pools, mist chairs, and traditional Japanese ofuro baths. Dining options range from est, a Michelin-starred contemporary French restaurant, to PIGNETO, which serves authentic Italian cuisine with an al fresco terrace. VIRTÙ, listed on Asia's 50 Best Bars, is an immersive concept bar that harmoniously blends the drinking cultures of two iconic capitals, Paris and Tokyo. THE LOUNGE is the perfect spot for anything from an impromptu business meeting to a glamorous afternoon tea, all enhanced by stunning views of the Imperial Palace Gardens and the breathtaking Tokyo skyline.

About the role

Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

What you will do

People Functions

• 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.
• Provide coaching to achieve Evolve behavior & benchmarks standards of Guest Experience Assistant Manager / supervisor/Officers
• Supervises the activities of the Guest Experience team in order to ensure adherence to Four Seasons standards, policies & procedures
• 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
• Creates a positive and highly motivated working environment that promotes and develops teamwork

Product Functions

• Assists with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area
• Utilize Golden appropriately for a maximum guest recognition/satisfaction
• Provides Crunch Team assistance throughout the hotel
• Measures results (challenges, successes, etc.) and communicates on a weekly basis to the team
• Look for new/innovative ways to provide anticipatory service for better guest experience
• Analyzes cause of glitches and take action to minimize any reoccurrence and update in guest profile for future anticipation
• Coordinate correspondence with guests pre and post stay, ELITE GUEST is a MUST to contact (see email template)
• Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation
• Resolves glitches 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
• Assisting Reservations and Front Office team to identify guests preference and achieve a seamless arrival experience for return guests.
• Monitor lobby situation, engage with the guest in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner, receives feedback and follow up accordingly
• Conduct monthly Benchmark standard testing to line staff
• Perform any additional duties as assigned by the Front Office Manager or Director of Rooms

Profit Functions

• Assist Front Office team in identifying potential upsell guests to a higher room category
• To drive the upsell program through guest engagement
• Maintain and control expenses 

What you bring

College Education or equivalent

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

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）