Guest Experience Manager
Four Seasons Hotels and Resorts
Job at a glance
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: Nestled in the vibrant Marunouchi district, just minutes from Tokyo Station and Ginza, the newly renovated Four Seasons Hotel Tokyo at Marunouchi offers a rare sense of intimacy. With only 57 rooms and suites, the hotel welcomes guests into a tranquil sanctuary in the heart of Japan’s iconic capital. Reimagined as a contemporary manor, it combines elegant design with the warmth of home, offering an elevated expression of residential living.
Highly personalised service, bespoke experiences and tailored itineraries unlock Tokyo’s endless possibilities for exploration, while memorable dining awaits at SÉZANNE, the award-winning French restaurant, and Maison Marunouchi, the hotel’s all-day bistro. About the role Oversees Gu e s t S e r v i c e operations and acts as manager on duty in the hotel in the absent of senior manager What you will do Maintain harmonious and professional relationship with all departments Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Con duct as set forth in EmPact .
Must have strong interpersonal skills and be able to relate to all levels of staff. Coaches staff to achieve evolve behavior & benchmarks standards of Gu e s t S e r v i c e Assistant Manager / supervisor/Staff Dire c ts staff that performs the following duties and will also perform these duties on own: Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive Manages the staff at Gu e s t S e r v i c e .
Interviews, trains and schedules the staff. Con ducts Performance Evaluations and disciplines staff when needed Work closely with Gu e s t Experience team for any gu e s t experience/glitch occurred and follow up accordingly Actively monitor lobby situation and work closely with Gu e s t Experience team and provide assistance to the gu e s t (VIP, Elite Gu e s t , etc ) Works closely with Gu e s t Relation/Service staff to ensure smooth handling of gu e s t luggage, deliveries and special requests.
Works closely with Chief Con c i er ge and team for any gu e s t recommendation Assist in other areas of the department as needed. Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Con ducts Performance Evaluations and disciplines staff when needed Utilize Golden appropriately for a maximum gu e s t recognition/satisfaction Assures that all supplies and inventory in Gu e s t S e r v i c e area are maintained accordingly for a smooth Gu e s t S e r v i c e operation Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel gu e s t s and employees when senior managers are not available.
Responds swiftly and effectively in any hotel emergency or safety situation Resolves customer glitch from all areas of the hotel, handling all gu e s t inte