Guest Relations Manager

About the role

The Four Seasons Hotel Tokyo at Marunouchi is hiring a Guest Relations Manager for its Front Office department. The role oversees Front Desk and Guest Relations operations and acts as manager on duty in the absence of the senior manager. It reports to the Front Desk Manager and sits at assistant department head level.

Key responsibilities

• Maintain harmonious, professional relationships with all departments and coach staff to meet Guest Relations Assistant Manager / supervisor standards.
• Manage the Front Desk staff: interview, train, schedule, conduct performance evaluations and discipline staff when needed.
• Work closely with the Guest Experience team on guest issues, VIP and elite guest needs, and with the Chief Concierge on recommendations.
• Monitor the lobby, assist guests in person and by phone, and resolve guest requests and glitches promptly.
• Check guests in and out efficiently, assign rooms and rates correctly, arrange luggage delivery, issue keys, post late charges and settle bills accurately.
• Ensure financial and credit procedures are followed, review paid-outs, rebates, petty cash and direct billings, check cashiers' reconciliation at the end of each shift, and follow up on credit problems with the Front Office Manager and Credit Manager.
• Drive upsell revenue at the Front Office, monitor expenses, and act on guest safety, security and wellbeing matters when senior managers are unavailable.
• Conduct monthly benchmark testing of line staff and perform other duties assigned by the Guest Experience Manager or Assistant Director of Rooms.

Required profile

• College education or equivalent.
• At least 3 years with Four Seasons Hotels & Resorts, preferably in a front-of-house position or 3+ years in a supervisory role.
• Strong interpersonal skills and ability to relate to all levels of staff.
• Occasional travel to support other Four Seasons hotels.