Guest Relations Manager

The Peninsula Hotels, a division of The Hong Kong and Shanghai Hotels Limited, operates twelve world-class luxury hotels across Asia, Europe, and the USA. Known for our legendary hospitality and commitment to excellence, we offer an extraordinary environment that blends elegance with modernity, delivering unforgettable experiences to our guests.​

At The Peninsula Tokyo, we are proud of our diverse, dynamic team of over 500 employees from 33 different nationalities. As we continue to grow, we are committed to creating a supportive, inclusive workplace where our team members thrive. 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.​

We are currently seeking an experienced Guest Relations Manager to join our vibrant and diverse team 

• Opportunities to interact and oversee of the preparation of VIP guests from both local and international.

• Report directly to Front Office Manager.

• This position is considered as a section head of the Guest Relations

Key Accountabilities:

• Maintain a visible presence in hotel areas, actively engage with guests and provide personalized service using the Peninsula Service Principles to all arrival, in-house, and departing VIPs / other guests.
• Oversee the handling of VIP guests, ensuring their preferences are anticipated and special requests are fulfilled to ensure a memorable stay. Personally greet and escort guests for in room check in for VIP & car booking arrivals with accuracy.
• Developing creative and innovative ideas to enhance the guest experience journey, while leading daily PSP meetings and ensuring seamless coordination of VIP amenities between Housekeeping and Room Service.
• Demonstrate a strong understanding of Front Desk operations and identify opportunities to enhance work efficiency, creating memorable experiences for guests.
• Lead by example by fostering a positive, team-oriented environment and motivate the Guest Relations team to consistently meet and exceed service standards.
• Coordinate with hotel departments in matters regarding input, sharing, and retrieval of guest related data and information.

Requirements: 

• 3+ years of supervisory experience in luxury hospitality.
• Comprehensive understanding of hotel operations, system technology, and VIP service.
• Strong verbal and written communication skills in English, Japanese or Chinese language is an advantage. 
• Diploma or University degree
• Cultural sensitivity and high emotional intelligence
• Flexibility in working various shifts, including evenings, weekends and holidays.