Manager, Guest Experience Job at Four Seasons (Chiyoda-ku, Tokyo)

Job Responsibility

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
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
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
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

Requirements

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

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Manager, Guest Experience

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