1. Strategic Hospitality Leadership & Development
- Work closely with the Zone Hospitality Leader to implement Louis Vuitton’s hospitality vision in Japan.
- Identify, develop, and implement inspiring hospitality concepts and evolving guest experiences in collaboration with internal teams and external partners.
- Communicate and transmit Louis Vuitton’s hospitality vision, standards, and DNA to field teams.
- Contribute to the continuous development of hospitality initiatives aligned with the Maison’s brand positioning.
2. Operational Management & Liaison
- Act as the main point of contact between third-party operators and Louis Vuitton management for day-to-day operations.
- Maintain Louis Vuitton hospitality standards and quality control across operators through regular review and evaluation of offerings, services, and menus.
- Support PR, Communications, and Marketing initiatives in alignment with Maison and hospitality standards.
- Foster and activate the Louis Vuitton culinary community in Japan.
- Implement hospitality imperatives and signature concepts across all cafés and restaurant locations, including food, beverages, tableware, and events.
- Oversee SNS communications, including Instagram and LINE activations, in coordination with relevant internal stakeholders.
3. Excellence in Delivery & Quality Control
- Support revenue growth and profitability through effective cost management, revenue optimization, and strategic planning.
- Contribute to business planning, budgeting, staffing guidelines, and profitability management based on established KPIs.
- Monitor and maintain hospitality quality standards by regularly assessing operator performance, service quality, and menu offerings.
- Oversee and execute F&B private events in collaboration with third-party operators and store management.
4. Client Experience Management
- Partner with the Client Experience Director to ensure best-in-class service delivery.
- Personally handle complex customer inquiries and complaints to ensure appropriate service recovery.
- Analyze customer feedback and market trends to continuously enhance the guest experience.
- Manage the booking process for high-profile guests, including internal and external guests, VVICs, Prestige Clients, and LVMH Executives, in close collaboration with the Private Clienteling Team.
- Develop and deliver training for leaders on dedicated service standards, with a strong focus on exceptional guest experience.
- Define and shape the overall guest journey by establishing clear brand standards and a precise sequence of service.
5. Chocolate Operations
- Ensure the smooth operation of the chocolate business in both the Ginza Namiki and Midosuji stores by providing day-to-day operational support to the operator.
- Supervise business operations and coordinate between Louis Vuitton Japan and third-party teams on operational matters, including logistics, packaging, and stock management.
