Assistant Chief Concierge

About the role

Four Seasons Hotel Tokyo at Otemachi is looking for an Assistant Chief Concierge. The role responds to a wide variety of guest requests, adds personal recommendations and touches to achieve maximum customer satisfaction while complying with Four Seasons' policies, and supervises and develops the Concierge team.

Key responsibilities

• Supervise the day-to-day duties of the Concierge team, hold monthly staff meetings and run training and development plans to reduce turnover and support staff advancement.
• Select, recruit, supervise, train and motivate staff, prepare reviews and development plans, and take personnel actions such as hiring, commendation, discipline and evaluation.
• Handle guest interactions with the highest level of hospitality, resolve complaints and answer inquiries about services, hours, personnel, events and directions.
• Maintain close contacts with vendors for theatre, sports, concerts, shows and exhibitions, and keep desk collateral, maps and information current.
• Process packages, faxes, messages and mail, and use software to record special arrangements and ensure proper billing.
• Work with Front Desk, Reservations, Door Staff, Bell Staff and Valet Parking to handle arrivals and departures smoothly, and assist in the lobby during absences or heavy volume.
• Provide basic troubleshooting for in-room services such as Internet, TV and games, and help with luggage, deliveries and special requests.
• Compile and submit annual operating budgets, capital expenditures and department requirements, monitor expenses and control costs.
• Perform additional duties as assigned by the Director of Rooms.

Required profile

• University degree or college degree.
• Over two to five years of experience in a related position at Four Seasons or another organization.
• Global working perspective, excellent written and verbal communication, and strong understanding of self-esteem and self-actualization of the team.

What we offer

• Competitive salary, wages and a comprehensive benefits package.
• Training and development opportunities.
• Complimentary accommodation at other Four Seasons hotels and resorts, and a 50% F&B outlet discount at other Four Seasons hotels in Japan.
• Complimentary employee meals, social insurance, defined contribution benefit and yearly health checks.
• 40 working hours per week and 10 days off each month (9 days in February).