Guest Relations Manager at Four Seasons Hotels Limited - Turkey

Chiyoda, , Japan -

Full Time

Start Date

Immediate

Expiry Date

20 Feb, 26

Salary

0.0

Posted On

22 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Relations, Interpersonal Skills, Coaching, Training, Problem Solving, Communication, Teamwork, Customer Service, Financial Procedures, Conflict Resolution, Strategic Thinking, Technology Adaptability, Hospitality Standards, Performance Evaluation, Upselling, Time Management

Industry

Hospitality

Description

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: Discover a true boutique experience at Four Seasons Hotel Tokyo at Marunouchi. Located within walking distance of Tokyo Station, this 57-key intimate urban retreat is at the heart of the city's vibrant pulse. Explore the nearby galleries and upscale boutiques in Ginza, or indulge in Tokyo's hidden gems, from sushi bars and speakeasies to exceptional izakayas and local cafes. The phenomenally talented, Chef Daniel Calvert, is at the helm of Maison Marunouchi and Michelin-starred Sézanne. The former is an elevated Parisian bistro, while the latter – listed on Asia's 50 Best Restaurants and The World’s 50 Best Restaurants – is the epitome of fine French dining yet regionally-inspired. 【応募資格】学歴：大学卒業またはそれと同等の学歴を有すること。経験：ホテルにおいて少なくとも3年以上の勤務経験を有し、特にフロントオブハウス業務またはスーパーバイザーレベルでの3年以上の経験を有することが望ましい。語学スキル：日本語・英語共に高いコミュニケーション力・文章力（ビジネスレベル）必須出張：必要に応じて、他のフォーシーズンズホテルへの業務支援のため出張を行う場合がある。 EDUCATION: College Education or equivalent EXPERIENCE: At least 3 years with Four Seasons Hotels & Resorts, preferably in a front of house position or has been 3 years or more in supervisory level TRAVEL: Occasional, to provide assistance to other Four Seasons Hotels. 【主要職務および成果（KEY ACTIVITIES / OUTCOMES）】 ■People Functions（人事・チーム関連）全ての部署との間で、円滑かつプロフェッショナルな関係を維持する。 EmPact に定められたフォーシーズンズのカテゴリー1およびカテゴリー2の就業規則および行動規範を遵守し、適切に運用する。優れた対人スキルを有し、あらゆるレベルのスタッフと良好な関係を築く。スタッフの行動改善および基準達成に向けて、コーチング・指導を行う。ゲストのチェックイン・チェックアウト、宿泊説明、支払い方法確認など、フロント業務を指導・実施する。フロントデスクスタッフの面接、採用、トレーニング、シフト作成を行い、必要に応じて評価・指導・懲戒を行う。ゲストエクスペリエンスチームと密に連携し、ゲストの不具合・クレーム等の発生時には迅速かつ適切に対応・フォローアップを行う。ロビーの状況を常に把握し、ゲストエクスペリエンスチームと協働してVIP・エリートゲストなどへのサポートを提供する。ゲストサービスチームと連携し、荷物の取り扱いや特別なリクエスト対応を円滑に行う。チーフコンシェルジュおよびチームと連携し、ゲストへの推奨・案内をサポートする。必要に応じて、部門内の他の業務も支援する。 Maintain harmonious and professional relationship with all departments Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct 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 Guest Relations Assistant Manager / supervisor/Staff Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed Work closely with Guest Experience team for any guest experience/glitch occurred and follow up accordingly Actively monitor lobby situation and work closely with Guest Experience team and provide assistance to the guest (VIP, Elite Guest, etc) Works closely with Guest Service staff to ensure smooth handling of guest luggage, deliveries and special requests. Works closely with Chief Concierge and team for any guest recommendation Assist in other areas of the department as needed. ■Product Functions（業務・オペレーション関連）フロントデスクチームの採用、トレーニング、スケジュール管理、評価、指導を行う。「Golden」システムを適切に活用し、ゲストの認知・満足度を最大化する。財務およびクレジット関連の手続きを厳守し、問題が発生した場合はフロントオフィスマネージャーまたはクレジットマネージャーと連携して対応する。支払・割引・小口現金・請求書などの精算内容を確認し、適切な承認と記録がなされていることを確認する。上級管理職不在時には、ホテル内の安全・セキュリティ・ゲストおよび従業員の満足と福祉に関する事項に対して迅速かつ的確に対応する。ホテル全体で発生するゲスト関連の問題を解決し、常に最高水準のホスピタリティとプロフェッショナリズムをもって対応する。ゲストからの問い合わせ（ホテルサービス、営業時間、担当者、イベント、アクセスなど）に対し、正確かつ迅速に応対する。ゲストチェックインの際は、できる限り名前を使用して親しみのある応対を行い、リクエストに応じた客室・料金を正確に手配する。チェックアウト時にはゲストの満足度を確認し、請求書処理および支払い精算（クレジットカード、請求書、現金）を正確に行う。毎月、スタッフを対象にベンチマーク基準に基づく業務テストを実施する。フロントオフィスマネージャーまたはルームズディレクターから指示されたその他の業務を遂行する。 Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed Utilize Golden appropriately for a maximum guest recognition/satisfaction Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and back up Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests 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 guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; 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 Checks in guest 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. 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, direct bill / city ledger or cash transaction Conduct monthly Benchmark standard testing to line staff · Perform any additional duties as assigned by the Front Office Manager/Director of Rooms ■Profit Functions（収益管理関連）フロントオフィスにおけるアップセル収益を推進し、達成に向けた戦略を策定・実行する。部門の経費を継続的に監視・管理する。 To drive upsell revenue at Front Office and have a strategy to achieve it Monitor and maintain expenses 【能力要件（Competencies）】 ■行動面での主な能力/KEY BEHAVIOURAL COMPETENCIES 常に最高水準の誠実さと透明性をもって行動する。高いエネルギーを持ち、他部署とも協力しながら業務を遂行できる優れた対人関係・コミュニケーション能力を備えている。主体的かつ探求心のある姿勢で、問題解決力・意思決定力・対立解消力・戦略的思考力を発揮できる。口頭および書面でのコミュニケーション能力に優れている。安全・慎重かつ整理された方法で業務を遂行できる。 Highest level of integrity and transparency. Good interpersonal and relationship-building skills and a team player with high energy levels to work with cross-functional teams. Pro-active and inquisitive mind set to develop problem solving, decision making, conflict resolution and strategic thinking skills Good written and verbal communication skills Work in a safe, prudent and organized manner. ■技術的スキルおよび知識/TECHNICAL SKILLS AND KNOWLEDGE Opera PMSおよびMicrosoft Office（Word、Excel、PowerPoint）の操作に精通している。 Golden、FS Mobile App、FS Messenger、HotSOS GRMSなど、各種システムに習熟している。クレジットカードの取扱手順に関する十分な知識を有する。人気の高級レストランや話題のダイニングのおすすめに詳しい。ホテル館内および館外のアクティビティに関する幅広い知識を持つ。 Four Seasonsの方針および手順を理解できる。新たに導入されるテクノロジーやシステムに対しても柔軟に学び、対応できる姿勢を持つ。 Familiar with Opera system and computer skill of Microsoft Word, Excel, Power Point, Golden and Mobile App Good knowledge of credit card handling procedure Good knowledge of surrounding popular and high-class dining recommendation Good knowledge of both in an off-hotel activity Open to learn more on technology basis application that comply to Four Seasons establishment such as Golden, Mobile App, FS. Messenger, HotSos GRMS Good knowledge of the Four Seasons policies and procedures. ■機能的スキル/KEY FUNCTIONAL COMPETENCIES チームの一員として協力的に行動し、他者を支援できる。常に模範となり、プロフェッショナリズムを体現する。お客様満足を最優先に考え、行動できる。問題に対して柔軟かつ効果的に対応できる。ホテルの品質基準およびサービス基準を理解し、遵守する。サービスの卓越性を追求する強い姿勢を持つ。客室内のインターネット接続、テレビ映画、ゲーム、ウェブサービスなどの基本的なトラブルシューティングに対応できる。 Team Player Lead by Example Guest satisfaction oriented Great problem solver Understand and familiar with hotel quality standards and service standards. Strong commitment to service. Provide basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.

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Responsibilities

The Guest Relations Manager is responsible for overseeing the front desk operations, ensuring exceptional guest experiences, and managing the front desk staff. This role involves coaching, training, and maintaining professional relationships across departments to uphold Four Seasons' standards of hospitality.