Concierge 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:

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 a harmonious and professional relationship with co-workers, supervisors and all departments.

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

• Assisting Chief Concierge and supervise Concierge team in day to day basis for a smooth operation in Front Office department
• Creates a positive and highly motivated working environment that promotes and develops teamwork
• Assist in other areas of the department as needed.

Product Functions

• Ensure all local and corporate policies, works rules and benchmark standard are properly applied
• Utilize Golden appropriately for a maximum guest recognition/satisfation
• Developing guest connection and gain feedback from the guest regarding their overall stay or specific issue in particular then actively seeking solution to resolve the problem
• Supervise Concierge Team during interaction with guest and make sure highest level of hospitality and professionalism are applied and comply to benchmark standard
• Assisting Chief Concierge in conducting monthly benchmark standard
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist 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
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
• Assure that concierge desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. Great knowledge to 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
• Perform any additional duties as assigned by Chief Concierge or Director of room

Profit Functions

• Actively encourage team to promote upsell and seek opportunity to do so

What you bring

• Excellent written and verbal communication skills to prepare and deliver reports
• Apply an ethical approach to the outcome of situations
• Plan and monitor duties to ensure effective and efficient use of all available resources in order to make the greatest impact on the Hotel’s/Resort’s objectives
• Strong interpersonal and relationship-building skills to work with peers, superiors and clients.
• Demonstrate the ability to multi-task
• Work in a safe, prudent and organized manner.
• Require a flexible schedule in order to accomplish all major responsibilities and tasks.
• Require a flexible schedule in order to accomplish all major responsibilities and tasks.
• Require a working technical knowledge of generally accepted accounting principles and Four Seasons Internal Controls, Policies and Procedures as they relates to Cashiering. Working knowledge is generally learned on the job.
• Ability to operate fax, scanner, copier, telephone, adding machine, calculator.
• Require knowledge of and the ability to operate computer equipment and Microsoft Office and Opera.
• Ability to read, write and speak English & Japanese. Additional foreign languages are an advantage.
• Team Player
• Guest satisfaction oriented
• Great problem solver
• Clear understanding of the purpose and

• reasons for internal controls

• 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

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)  

* Successful candidates must possess legal work authorization for Japan and be fluent in English and Japanese business communication.