About this role
<p>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 offer a guest experience that blends elegance with modernity. <br>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 <strong>employee well-being</strong>, <strong>career growth</strong>, <strong>financial rewards</strong>, and continuous <strong>learning and development</strong> 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 <strong>employee benefits</strong>.</p> <ul> <li><span>Work with an international team of 16 concierge professionals representing 8 nationalities.</span></li> <li><span>Join one of Tokyo's largest concierge teams and learn from experienced colleagues.</span></li> <li><span>Expand your destination knowledge and industry network through exclusive restaurant and site visits, supported by The Peninsula's strong local partnerships.</span></li> </ul> <p><strong>Key Accountabilities </strong></p> <ul> <li>To exceed guest expectations with service, in keeping with the Peninsula Service Principle.</li> <li>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.</li> <li>Handle various guest inquiries over the phone, at the counter, Penchat and by email, and sort incoming emails efficiently for timely response.</li> <li>Ensure good service recovery and review the Guest Feedback for timely follow up.</li> <li>Communicate and cooperate with all departments (Front Desk, Guest Relations, Guest Services, Reservations, Housekeeping, Food and Beverage) to ensure seamless service.</li> <li>Maintain accurate information recording by updating Alice and OnePMS, and share information received from suppliers within the team.</li> <li>Continuously look for improvements to enhance service standards, anticipating guests’ needs, and take responsibility and initiative on any task or request.</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>Prior experience in concierge or related/ relevant field</li> <li>Knowlegde of of the industry including traditional and trendy restaurants, sightseeing destinations is an advantage</li> <li>Guest facing experiences and problem solving skills</li> <li>Fluency in both English and Japanese </li> </ul><style type="text/css">.responsive { width: 100%; max-width: 550px; height: auto; } </style> <p style="text-align:center"> </p> <p style="text-align:center"><img class="responsive" src="https://performancemanager10.successfactors.com/doc/custom/hshmanagemD/PTKbenefits-Fulltime.gif"></p> <p style="text-align:center"> </p>