Guest Relations Supervisor

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

Assisting Guest Relations Manager and the entire Front Office team on daily basis task in particularly guest interaction during check in and check out in order to achieve guest satisfaction

What you will do

People Functions

• Maintain a harmonious and professional relationship with co-workers, supervisors and all departments.

• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

• Assisting Guest Relations Manager and supervise Guest Relations team in day to day basis for a smooth operation in Front Office department
• Work closely with Guest Experience team for any glitches occurred and solve accordingly
• Creates a positive and highly motivated working environment that promotes and develops teamwork

• Assist in other areas of the department as needed.

Product Functions

• Ensure all local and corporate policies, works rules and benchmark standard are properly applied
• Utilize Golden appropriately for a maximum guest recognition/satisfaction
• Developing guest connection and gain feedback from the guest regarding their overall stay or specific issue in particular then actively seeking solution to resolve the problem
• Supervise Guest Relations Team in conducting Check in & Check out process and ensuring the benchmark standard are met
• Assisting Guest Relations Manager in conducting monthly benchmark standard
• Works closely with Guest Service team for a smooth luggage pick up & delivery, as well as parcel or packages assistant.
• Assist reservation team for any direct reservations from the guest
• Perform any additional duties as assigned by Guest Relations Manager/Front Office manager or Director of Room

Profit Functions

• Works closely with Credit Manager for any disputes in shift end / close cashier report for Guest Relations team
• Actively encourage team to promote ups
• https://careers.fourseasons.com/us/en/job/REQ10345859/Senior-Guest-Relations-Supervisor