Assistant Manager - Concierge Job at Marriott Bonvoy (Tokyo)

Job Description

The Ritz-Carlton, Tokyo is seeking a dedicated and passionate Assistant Manager - Concierge on a full-time basis. This role is ideal for an individual who thrives in a luxury hospitality environment and is committed to delivering the highest standards of service excellence and guest satisfaction. You will support the Concierge Manager in overseeing shift operations, supervising the team, managing inventory, and driving operational excellence in line with The Ritz-Carlton Gold Standards.

Job Responsibility

Supervises day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Assists in development of specific goals and plans to prioritize, organize, and accomplish work
Keeps concierge team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals
Periodically maintains effective database to be used by all team members for restaurant and local attractions
Participates in maintaining positive relationships with local attractions, restaurants and other businesses to enhance guests' experiences
Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping)
Maintains awareness of cultural differences needed to meet guest's specific needs and requirements
Provides check-in and check-out services and handles reservations when needed
Maintains knowledge of rooms and their locations, services and facilities of the hotel
Responds to emergency situations using appropriate procedures
Maintains awareness of daily operations and events at the hotel
Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
Provides warm welcome and anticipation of guest needs throughout their stay
Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies
Supervises day-to-day activities of concierge team
Utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision making
demonstrates honesty/integrity
leads by example
Takes part in building mutual trust, respect, and cooperation among team members
Serving as a role model to demonstrate appropriate behaviors
Understands employee duties well enough to perform them in employees' absence
Maintains open, collaborative relationships with employees and encourages employees do the same within the team
Verifies concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction
Supervises staffing levels to ensure that guest service, and operational needs are met
Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
Promotes an atmosphere where concierge team provides services that are above and beyond for customer satisfaction and retention
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Responds to and handles guest problems and complaints
Sets a positive example for guest relations
Empowers employees to provide excellent customer service
Observes service behaviors of employees and provides feedback to individuals
Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction
Ensures employees understand customer service expectations and parameters
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job
Participates in employee progressive discipline procedures
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results

Requirements

Native or Business level Japanese is a must (equivalent to JLPT N1)
Hold valid working/residence visa in Japan
Minimum 3+ years experience in the Guest Services, front desk, or Concierge related professional area
Luxury hotel experience
or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major

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