Guest Relations 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:

Embodying Osaka’s rise as a global city, Four Seasons Hotel Osaka forms the core of a new lifestyle destination at the heart of western Japan’s biggest city and the region’s hub of commerce and culture. As the city’s new icon of luxury and style, Four Seasons provides a pitch-perfect modern take on the quintessential ryokan (traditional Japanese inn) with a range of unique, immersive experiences that deliver a true sense of Japan. From our entire floor of meticulously designed Japanese-inspired guest rooms to our private ofuro (traditional baths), Four Seasons is a contemporary portal to the authentic heart of Osaka, immersing you in the city’s intriguing blend of heritage and modernity.

What you will do

• Checks in guests in an efficient and friendly manner, using guest name whenever possible.  Assures that guest is assigned type of room requested and the correct rate is charged. Reconfirms stay dates, special requests, and reason for stay. Arranges for luggage to be delivered to guest room.  Issues correct keys to the guest.  
• Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction and ensures billing clarity.  
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency and produces paid outs for vendors and guests. 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; aids 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 guests will be in person and by phone.  
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.  
• Assists with concierge requests such as but not limited to recommending and reserving local restaurant, activity, and tours; booking limousine services, arranging spa/babysitting services 
• Utilizes concierge booking tools and tracking platforms, including but not limited to KEY, book4time and tablecheck 
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.  

• Works harmoniously and professionally with co-workers and supervisors.  
• 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. 
• Assist management team in administrative work as directed and perform other tasks or projects as assigned by hotel management.  

What you bring

Education: College degree preferably specializing in Hospitality major 

Experience: 2 Years in a front desk role or 2 years’ luxury customer service experience are necessary

Skills & Knowledge Requirements: 

• Requires working knowledge of Four Seasons services, policies, or operations and generally learns on-the-job. 
• Requires knowledge of the ability to operate computer equipment. 
• Ability to read and speak English and Japanese in a clear manner. 

Education: College degree preferably specializing in Hospitality major 

  
What we offer: 
•    Competitive Salary, wages, and a comprehensive benefits package
•    Excellent Training and Development opportunities
•    Complimentary Accommodation at other Four Seasons Hotels and Resorts
•    Complimentary Dry Cleaning for Employee Uniforms
•    One Complimentary Employee Meal per Shift

Schedule & Hours:

Full-time position

Eight-hour shifts must have flexibility in availability to work according to business volume (early mornings, days, evenings, overnights, or weekends.)