Front Office Manager

The Peninsula hotels is a division of The Hong Kong and Shanghai Hotels limited, operates twelve luxury hotels across Asia, Europe and USA. The Peninsula Hotels is a world class luxury hotel, offered luxurious personalized and high standards of hospitality. We committed to delivering sustainable luxury and positively impacting the local communities. Since opening in 2007, The Peninsula Tokyo has grown to 500+ employees representing 32 nationalities.

• This role reports directly to Director of Rooms and will manage a large diverse and vibrant Front Office team.
• Main objective is to control the entire activities and operations of the Front Office to ensure Peninsula standards and excellence services.

Key Accountabilities 

• Oversee day-to-day Front Office operations, including Front Desk, Guest Relations, Concierge, Guest Service and Guest Communication Executive.
• Lead by example and remain visible in the lobby to engage with guests, address their concerns, and ensure an exceptional guest experience and maintain high service standards.
• Create an environment of teamwork by encouraging harmony, cooperation, and communication within the department to achieve greater outcomes.
• Review the Front Office budget monthly, manage staffing levels, payroll, and overtime, and monitor departmental expenses to ensure they stay within budget guidelines.
• Coordinate with various departments to ensure all guest needs are met and rooms are maintained to the highest standards by close communication with Housekeeping and Engineering department.
• Collaborate with Revenue Management to optimize room occupancy, average daily rates, and encourage upselling opportunities to increase revenue while enhancing guest experiences.

Requirements

•  5 years’ experience in Front Office operation, with 1-2 years managerial role.

• Business level writing and speaking abilities in English. Japanese is a plus.

• College/university graduate preferred. Master’s degree is a plus.

• Strong leadership skill with effective communic ation skill. Teamwork and collaboration. Problem solving and conflict resolution. Adaptability and Flexibility. Cultural Sensitivity. Safety and security awareness.

Benefits We Offer

• Market-leading compensation within hospitality
• Complimentary employee meals (3 meals per day including beverages, and snacks)
• Complimentary dry cleaning (business attire)
• Complimentary and discounted room nights at Peninsula properties around the world
• 25% discount at the hotel's restaurants, bars and boutique & café
• Internal and External mobility program and cross-exposure learning program to other Peninsula properties around the world
• Overseas English language training program