Assistant Chief Concierge

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
Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies

What you will do

People Functions

·         Maintain harmonious and professional relationship with all departments and Home Office.

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

·         Plan, organize, lead and control different projects and activities within the Concierge team.

·         Identify coaching moments and ensure that those moments become opportunities of learning and development for the Concierge team.

·         Establish a rapport with the Concierge team and other divisions within the hotel.

·         Have a global working perspective and excellent communication skills – written and verbal

·         Great understanding of Self-Esteem and Self-Actualization of Team and ensure proper support and help is provided whenever needed.

·         Have the ability to supervise the day-to-day duties of the Concierge team and assist as necessary.

·         Hold monthly department meetings with Concierge Staff to ensure communication and address any issues that are affecting the team.

·         Participate in and develop staff training programs and development plans in order to minimize staff turnover and maintain high morale.  Particular emphasis should be given to those individuals qualifying for future advancement.

·         Select and recruit qualified people, supervise, train and motivate department staff to thoroughly understand all of their duties and responsibilities.

·         Meet with the Director of Rooms on a regular basis to communicate all Concierge activities and results of the Concierge meeting or any other related issues.

·         Actively network within the community to attract potential candidates for recruitment purposes.

·         Prepare reviews and development plans and take appropriate personnel-related action (i.e. hire, commend, discipline, evaluate, etc.) with Concierge staff as required.

• Conduct self in a professional manner at all times.
• Assist in other areas of the department as needed.

Product Functions

·         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 making recommendations based on local knowledge and hotel practices

·         Assures that Concierge Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.

·         Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.

·         Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner

·         Works closely with Front Desk, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of guest arrivals and departures

·         Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing

·         Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Lobby coverage

·         Provides basic trouble-shooting support for in-room services such as Internet, TV, games, and Web service

·         Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.

·         Establish unique guest experience program with outside venders to maximize guest satisfaction

·         Ensure service and production is provided in the proper manner, and the usual high standards of a Four Seasons Hotel.  Understand, maintain and execute operational manuals and guidelines.

·         Be aware and initiate improvements.  Look and listen to everything with an open mind. 

·         Create progressive reporting relationships with superiors and subordinates with clear communication to ensure understanding of desired objectives

·         Ensure that all these departments look after their equipment and treat it with respect. 

·         Develop decision-making and problem-solving skills.  Delegate effectively by transferring specific responsibility, giving sufficient authority to carry out desired task, and holding employees accountable for carrying out responsibilities and exercising authority

·         Continuously strive for improvement of processes and efficiency.

·         Perform any additional duties as assigned by the Director of Rooms

Profit Functions

To compile and to submit, on a yearly basis, the operating budgets, the capital expenditures, and the department’s requirements

·         Monitor and control expenses of the hotel paying special attention to the daily reporting done by the auditor of the hotel and addressing issues that not only have material effect, but also effect the guest experience.

·         Adherence to operating budgets.

·         Understand and Control Costs.  Detect waste in productivity in terms of minutes, methods, money, machines, and materials and take the proper action

·         Assist the Director of Rooms in Budgeting

What you bring

University degree or college degree

Over two to five years of experience in the related position with Four Seasons or other organization
  
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）