The Guest Experience Officer is responsible to attend to pre-arrival enquiries from guests, ensuring that guest quality and service is delivered according to Mandarin Oriental standards.

Major responsibilities
• Provide guests access to all Tokyo has to offer.
• Offer a warm, sincere, and personalized welcome to all guests.
• Create special conversations with guests, which identify personal preferences to record in each guest’s profile history.
• Have an in-depth knowledge of directions, travel time, cost and various forms of transportation.
• Maintain a constantly updated database with extensive information about city highlights.
• Demonstrate firsthand knowledge of the recommendations with thorough research
• Be proactive and anticipate the complete requirements to make the experience a success.
• Enquire as to the success or enjoyment of the recommendations made.
• Maintain a consistent and sufficient level of brochures, maps and handouts.
• Maintain a daily sheet of all guest requests, reservations and confirmations for guests
• Be knowledgeable of all in-house and arriving guests.
• Be aware of all daily events in the hotel.
• Arrange tickets for theatre, sporting events and local attractions.
• Make and confirm dining reservations.
• Arrange for package delivery and pickup for guests.
• Provide guests with a confirmation letter for dining reservations, transportation, theatre tickets, etc.
• Communicate all important details to management and colleagues.
• Maintain a clean, neat and organized desk.
• Act as a guide when guests ask for direction and physically assist them to their destination within the hotel.
• Provide clear directions for all guests travelling outside the hotel.
• Respond to all guest needs and requests.
• Other activities as deemed appropriate by Management.
• Ability to use Go Concierge, SMS, Word, Excel, Internet, and other system at the Concierge.
• Ensure full compliance with the standards of Fire, Health & Safety procedures
• Responsible to safeguard the security of the company's information and computing assets and complying with the implemented Information Security Policy and all practices and supporting procedures designed in accordance with the policy.

Qualifications and Experience required
• Able to communicate written and spoken Japanese and English
• Excellent overall communication skills
• Able to multi-task
• The ability to work well in a team environment
• Able to stand for extended periods of time
• Must be professional and possess excellent presentation, communication, organization, and effective time management skills
• Must have very strong knowledge of the restaurants, bars, nightclubs, theatres, Broadway shows and attractions in Tokyo.
• Flexible schedules and hours, willingness to work on weekends & holidays is required.
• Multi-lingual is preferred