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.
- Report to Front Desk Manager
- Responsible to supervise Front Desk team members to ensure efficient and smooth operations and producing excellent feedback and guest satisfaction
Key Accountabilities
- Supervise the operations of the Front Desk by suggest solution, coach and counsel the Front Desk team members to ensure a quality operation and personalized service in line with Peninsula Standards.
- Build strong relationships and liaise with all other department.
- Handling daily check-in, including in-room check-ins and room orientation to guests.
- Ensure accuracy of the bill by cross check all billing instructions and apply necessary amendment. Controls cash transactions and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service in the absence of a Duty Manager.
- Handling amendments and creation of bookings, also able to allocate rooms according to guest’s preference and requests.
- Execute and keep proper record of the Front Desk Upsell Program
- Takes responsibility in conducting a full month training for new team members and maintain Front Desk team’s thorough knowledge of all hotel’s policies, procedures, and standards.
Requirements
- 3+ years of experienced in hospitality industry
- Comprehensive understanding of the hotel operations. Strong Leadership skill. Effective communication skill. Teamwork and collaboration. Problem solving and conflict resolution. Safety and Security Awareness.
- Customer focus. Flexibility to work various shifts, including evenings, weekends, and holidays. Positive attitude. Time Management and leadership.
- Fluency in both English and Japanese
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