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:

Nestled in the vibrant Marunouchi district, just minutes from Tokyo Station and Ginza, the newly renovated Four Seasons Hotel Tokyo at Marunouchi offers a rare sense of intimacy. With only 57 rooms and suites, the hotel welcomes guests into a tranquil sanctuary in the heart of Japan’s iconic capital. Reimagined as a contemporary manor, it combines elegant design with the warmth of home, offering an elevated expression of residential living. Highly personalised service, bespoke experiences and tailored itineraries unlock Tokyo’s endless possibilities for exploration, while memorable dining awaits at SÉZANNE, the award-winning French restaurant, and Maison Marunouchi, the hotel’s all-day bistro.

【応募資格】

学歴：大学卒業またはそれと同等の学歴を有すること。
経験：ホテルにおいて少なくとも3年以上の勤務経験を有し、特にフロントオブハウス業務またはスーパーバイザーレベルでの3年以上の経験を有することが望ましい。
語学スキル： 日本語・英語共に高いコミュニケーション力・文章力（ビジネスレベル）必須

出張：必要に応じて、他のフォーシーズンズホテルへの業務支援のため出張を行う場合がある。

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.

【主要職務および成果（KEY ACTIVITIES / OUTCOMES）】

■People Functions（人事・チーム関連）

• 全ての部署との間で、円滑かつプロフェッショナルな関係を維持する。
• EmPact に定められたフォーシーズンズのカテゴリー1およびカテゴリー2の就業規則および行動規範を遵守し、適切に運用する。
• 優れた対人スキルを有し、あらゆるレベルのスタッフと良好な関係を築く。
• スタッフの行動改善および基準達成に向けて、コーチング・指導を行う。
• ゲストのチェックイン・チェックアウト、宿泊説明、支払い方法確認など、フロント業務を指導・実施する。
• フロントデスクスタッフの面接、採用、トレーニング、シフト作成を行い、必要に応じて評価・指導・懲戒を行う。
• ゲストエクスペリエンスチームと密に連携し、ゲストの不具合・クレーム等の発生時には迅速かつ適切に対応・フォローアップを行う。
• ロビーの状況を常に把握し、ゲストエクスペリエンスチームと協働してVIP・エリートゲストなどへのサポートを提供する。
• ゲストサービスチームと連携し、荷物の取り扱いや特別なリクエスト対応を円滑に行う。
• チーフコンシェルジュおよびチームと連携し、ゲストへの推奨・案内をサポートする。
• 必要に応じて、部門内の他の業務も支援する。
• 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)
• https://careers.fourseasons.com/us/en/job/REQ10383355/Guest-Relations-Manager