Guest Relation Officer

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 Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Preparing and explaining guest folio, and perform check out base on benchmark standard

What you will do

• 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
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests
• Prepare and double check guest arrival of the day, prepare welcome arrival packages (Hotel Map, Jogging Map, key packet, Welcome card/letter, activities schedule, correct room assignment base on guest reservations
• Prepare welcome card/letter for four seasons employee who stay on a complimentary stay or employee rate and obtain signature of Front Office Manager / Director of Rooms
• Perform smooth check in and check out process base on benchmark standard
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; 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
• Actively report Glitch that occurred during shift to Supervisor or Guest Relations Manager
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator
• Perform any additional duties as assigned by Guest Relations Manager/Front Office manager or Director of Rooms

What you bring

• Require a flexible schedule in order to accomplish all major responsibilities and tasks.
• Require a working technical knowledge of generally accepted accounting principles and Four Seasons Internal Controls, Policies and Procedures as they relates to Cashiering. Working knowledge is generally learned on the job.
• Ability to operate fax, scanner, copier, telephone, adding machine, calculator.
• Require knowledge of and the ability to operate computer equipment, Opera, Mobile App, Four Seasons Messenger and other Four Seasons Information Technology base application
• Ability to read, write and speak English and Japanese.

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

Schedule & Hours:

• 40 working hours per week.

• 10 days off every month except February （9 days）