Royal Service (Operator) Manager
On-siteTokyo, Tokyo, Japan
Job Summary
Lead Fairmont Tokyo's centralized guest communications team as the primary point of contact for all telephone and channel inquiries. Manage incoming calls, guest requests, and room service order taking while coordinating internal dispatch to ensure seamless remote service delivery. Oversee daily Royal Service operations, handling multiple priorities in a fast-paced environment to maintain professional, efficient guest interactions. Develop a high-performing team delivering a true one-stop service experience. Fluent English communication is required; Japanese skills are desirable. Previous leadership in Royal Service, PBX, or Front Office within a luxury hotel is essential.
Required Qualifications
- Previous leadership experience in Royal Service, PBX, Hotel Call Center or Front Office within a luxury hotel
- Strong leadership and people management skills
- Excellent verbal communication and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Fluent English communication skills
Desired Qualifications
- Japanese language skills
- Experience with hotel PMS, PBX/telephony systems, and service optimization tools
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