Front Desk Supervisor

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.

Responsibilities

Supervises the Front Desk team during an assigned shift while ensuring exceptional guest experiences in accordance with Four Seasons standards. Welcomes and registers hotel guests, explains accommodations and establishes credit or method of payment. Checks guests out of the hotel, prepares and explains bills, and responds to a wide variety of guest requests by accurately assessing guest needs while delivering personalized service. Ensures smooth Front Office operations, resolves guest concerns, and supports team members to achieve maximum guest satisfaction while complying with all Four Seasons policies and procedures.

What You Will Do

• Supervise Front Desk operations during assigned shifts and provide guidance and support to team members.
• Check in guests in an efficient and friendly manner, using the guest's name whenever possible. Assure that guests are assigned the requested room type and charged the correct rate. Reconfirm stay dates, special requests, and purpose of stay.
• Arrange luggage delivery and ensure guests receive the correct room keys and arrival information.
• Check out guests at the end of their stay, ascertain guest satisfaction, collect keys, post late charges, and present bills accurately.
• Handle cash transactions, credit card payments, currency exchanges, and ensure accurate billing procedures.
• Resolve guest complaints and service issues with professionalism while delivering appropriate service recovery.
• Respond promptly and accurately to guest requests and inquiries regarding hotel services, facilities, events, and local information.
• Utilize hotel systems to process guest arrivals, departures, room assignments, room blocking, and operational reports.
• Assist with concierge-related requests, including restaurant reservations, local recommendations, transportation arrangements, tour bookings, spa reservations, and special guest requests.
• Utilize concierge booking tools and platforms including KEY, Book4Time, and TableCheck.
• Maintain and reconcile cashier banks and shift transactions according to hotel procedures.
• Ensure compliance with Four Seasons policies, work rules, and standards of conduct.
• Provide support to Concierge, Bell Desk, Business Center, and Lobby operations when business levels require.
• Accept reservations, modifications, and cancellations when needed and assist with guest communications.
• Assist management with administrative duties, training, coaching, and additional projects as assigned.
• Work harmoniously and professionally with all departments to ensure a seamless guest experience.

What You Bring

Education

College degree preferred, ideally specializing in Hospitality, Hotel Management, Tourism, or a related field.

Experience

• Minimum 2-3 years of Front Office experience in a luxury hotel environment.
• Previous supervisory or team leadership experience preferred.
• Experience handling guest concerns, service recovery, and operational decision-making.
• Luxury hospitality experience strongly preferred.

Skills & Knowledge Requirements

• Strong leadership and team supervision abilities.
• Working knowledge of Front Office operations, procedures, and luxury guest service standards.
• Ability to operate hotel property management systems and related computer applications.
• Excellent communication, organizational, and problem-solving skills.
• Ability to read, write, and speak both English and Japanese clearly and professionally.
• Ability to remain composed and make sound decisions in a fast-paced environment.

Additional Information

• Supervises up to 5 employees during an assigned shift.
• No travel required.

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
• Opportunities for career growth within Four Seasons

Schedule & Hours

Full-time position

Eight-hour shifts with flexibility to work according to business needs, including early mornings, daytime, evenings, overnight shifts, weekends, and public holidays. Scheduled days and times may vary based on operational requirements.