The Peninsula Hotels, a division of The Hongkong and Shanghai Hotels Limited, operates twelve world-class luxury hotels across Asia, Europe, and the USA. Known for legendary hospitality, we offera guest experience that blends elegance with modernity.
The Peninsula Tokyo, perfectly situated at the heart of the city located near Ginza, the Marunouchi financial district and the Imperial Palace. We are proud of our 500 colleagues, a diverse blend of over 30 different nationalities and cultures who come together in a supportive and inclusive workplace. Our focus on employee well-being, career growth, financial rewards, and continuous learning and development ensures our employees feel valued. In 2024, we made a significant investment in our talent by increasing base salary remuneration by over 29%, ensuring we remain competitive and continue to offer outstanding employee benefits.
- Work with an international team of 16 concierge professionals representing 8 nationalities.
- Join one of Tokyo's largest concierge teams and learn from experienced colleagues.
- Expand your destination knowledge and industry network through exclusive restaurant and site visits, supported by The Peninsula's strong local partnerships.
Key Accountabilities
- To exceed guest expectations with service, in keeping with the Peninsula Service Principle.
- Possess in-depth knowledge of city activities, (theatre, the arts, special exhibits, concerts, shows, sporting events, leisure, tour) and establish contacts for guest information, ticketing and reservation.
- Handle various guest inquiries over the phone, at the counter, Penchat and by email, and sort incoming emails efficiently for timely response.
- Ensure good service recovery and review the Guest Feedback for timely follow up.
- Communicate and cooperate with all departments (Front Desk, Guest Relations, Guest Services, Reservations, Housekeeping, Food and Beverage) to ensure seamless service.
- Maintain accurate information recording by updating Alice and OnePMS, and share information received from suppliers within the team.
- Continuously look for improvements to enhance service standards, anticipating guests’ needs, and take responsibility and initiative on any task or request.
Requirements
- Prior experience in concierge or related/ relevant field
- Knowlegde of of the industry including traditional and trendy restaurants, sightseeing destinations is an advantage
- Guest facing experiences and problem solving skills
- Fluency in both English and Japanese
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