FO Manager (Front Office Manager )

• Develop and finalize Front Office (FO) SOPs, checklists, and service standards for both pre-opening and post-opening operations.
• Participate in Front Office setup, including PMS configuration, operational procedures, forms and documentation, staff training, mock-up operations, Soft Opening, and all pre-opening preparations.
• Ensure consistent implementation of all operational procedures in accordance with KENKO standards.

• Oversee Front Office functions, including Reception, Concierge, and Guest Services, ensuring 24/7 operations in accordance with KENKO standards.
• Supervise check-in/check-out procedures, guest arrivals and departures, and guest relations in accordance with premium hospitality and Ryokan service standards.
• Manage and monitor reservations, room status, room assignments, and the resolution of overbooking situations.
• Coordinate with the Reservations and Sales teams to ensure efficient reservation management and room allocation.
• Monitor and control service quality, promptly addressing any issues that arise during daily operations.

• Participate in the recruitment, training, shift scheduling, and performance evaluation of Front Office staff.
• Establish professional service standards and foster a culture of Omotenashi throughout the team.
• Train and guide staff to ensure compliance with operational procedures and service standards.
• Monitor and maintain service quality, team discipline, and staff performance.

• Handle and resolve guest feedback, complaints, special requests, and the specific needs of VIP guests.
• Proactively address unexpected situations and operational issues to ensure guest satisfaction.
• Monitor guest feedback and recommend solutions to continuously improve service quality.
• Work closely with Housekeeping, F&B, Onsen/Spa, Engineering, Security, and Sales to ensure a seamless guest experience.

• Monitor Front Office revenue, upselling activities, room upgrades, labour costs, and other relevant operational performance indicators.
• Monitor KPIs, occupancy rates, ADR, RevPAR, and guest feedback.
• Prepare periodic reports on revenue, occupancy, service quality, staffing, costs, and operational issues.
• Report to the General Manager (GM) and recommend solutions to improve processes and enhance operational efficiency.

• Hold a college diploma or university degree.
• Have at least 3 years of experience in the hospitality industry or in an equivalent position.
• Have experience in Front Office operations management and service quality control.

• Demonstrate strong skills in team management, staff training, and service quality control.
• Demonstrate the ability to control costs and monitor operational performance indicators.
• Demonstrate a strong service mindset, professional conduct, and a commitment to continuous improvement (Kaizen).
• Demonstrate attention to detail, discipline, proactiveness, and a strong sense of responsibility.

• Able to communicate effectively in English.
• Japanese language proficiency is an advantage.

• Previous experience working at Japanese hotels.
• Previous working/living experience in Japan.
• Previous study experience in Japan