Join us and make a meaningful impact by shaping the client experience in our Tokyo office. As a leader in amenity services, you will drive innovation and excellence across client centre, dining, and event operations. You’ll collaborate with diverse teams and vendors to deliver memorable moments for our clients and employees. This is your opportunity to bring your hospitality expertise to a global organization and elevate service standards. Be part of a team that values creativity, professionalism, and continuous improvement.
As a Country Lead for Amenity Services team, you will lead the operations of client centre, catering, employee dining, pantry services, and lobby reception. You will ensure seamless service delivery, foster a culture of collaboration, and drive continuous improvement. You will play a key role in enhancing the workplace experience for clients and employees, while maintaining high standards of safety, quality, and professionalism. Together, we create an environment where every interaction matters.
Job Responsibilities
- Lead client centre and dining operations, implementing global standards and procedures to ensure outstanding service.
- Maintain a proactive, solution-oriented approach to service delivery, prioritizing safety and security.
- Oversee room booking and guest management systems to ensure resource availability and business continuity.
- Provide metrics and insights on meeting space utilization, visitor statistics, and sales trends.
- Manage vendor relationships through regular reviews to enhance dining services and menu offerings.
- Address and resolve client feedback promptly and professionally, driving effective solutions.
- Achieve key performance indicators across all services, ensuring excellence in menu offerings and program effectiveness.
- Collaborate with third-party vendors for event enhancements, including wines, floral arrangements, and decorations.
- Innovate and adapt service offerings to align with current market trends and exceed client expectations.
- Enable cross-collaboration with other country leads to share best practices and knowledge.
- Deliver personalized service, ensuring client needs are communicated across AV, IT, Security, Facilities, Catering, and vendor teams.
Required Qualifications, Capabilities, and Skills
- Degree in hospitality or related field.
- Experience in five-star hotels, event planning, and food and beverage environments.
- Proven leadership in team management, meeting planning, and customer service.
- Expertise in food, beverage, and catering services.
- Strong interpersonal skills for engaging with clients and executives.
- Highly organized with the ability to prioritize tasks effectively.
- Proficient in Microsoft Office.
- Excellent verbal and written communication skills.
- Team-oriented, decisive, and adept at problem-solving.
- Ability to thrive in a fast-paced environment and consistently deliver on deadlines while maintaining high standards.
Preferred Qualifications, Capabilities, and Skills
- Experience mentoring and developing teams to deliver intuitive client experiences.
- Knowledge of marketing strategies to promote amenity services across media channels.
- Familiarity with event management and guest management systems.
- Experience in cost-effective operations while maintaining high service standards.
- Ability to cultivate strong relationships with internal clients, caterers, AV, and real estate teams.
- Experience producing financial reports aligned with budget forecasts and compliance standards.
- Understanding of globally aligned vendor oversight frameworks, including performance metrics and health and safety.
