Assistant Chief Concierge

Mandarin Oriental, Tokyo is looking for a Assistant Chief Concierge to join our Concierge team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Tokyo, renowned for its sophisticated luxury and award-winning service, is located in the prestigious Nihonbashi district. A true culinary destination, it features a selection of worldclass dining experiences set against stunning views of the city skyline and Mt. Fuji.

About the job

Based at Mandarin Oriental, Tokyo, Assistant Chef Concierge will assist Director of Concierge to oversee all daily operations and responsible for the overall daily management of the Concierge Desk and the guest satisfaction including initiating contact with the guests via email, Hello MO and phone call and creating a delightful experience.

The Assistant Chief Concierge reports to the Director of Concierge.

As Assistant Chef Concierge, you will be responsible for the following duties:

· The Assistant Chief Concierge will be an ambassador for Mandarin Oriental, Tokyo guests ensuring an exceptional experience by creating bespoke services aimed to offer a personalized and customized experience to our guests.

· The Assistant Chief Concierge will be responsible for all day-to-day operational aspects of the Concierge including the schedule preparation, financial review of invoices, vacation planning, supervision of the team, supporting the Director of Concierge.

· The Assistant Chief Concierge will be responsible for finding efficiencies and new improvements in services for our guests.

· The Assistant Chief Concierge will be responsible for establishing an organized workload for the team to ensure that overtime is kept at a minimum and pre-approved.

· The Assistant Chief Concierge will conduct reviews and perform disciplinary action.

· The Assistant Chief Concierge will handle guest complaints and suggestions on behalf of the Concierge team.

· 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.

· Maintain a consistent and sufficient level of brochures, maps and handouts.

· Maintain a daily sheet (via system) 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 card 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.

· Constantly monitor scores of TrustYou, LQE and implement necessary actions

· Perform Training and Quality Control Checks.

· Monitor training of new staff and their progress.

· Ensure colleagues are completely informed of standard procedures, including emergency such as earthquake and fire.

· Promote in house outlets/facilities, and prioritize room category up-selling

As Assistant Chief Concierge, we expect from you: 

・Japanese language skill (Fluent）

・English language skill (Fluent)

・Experience as Concierge in Tokyo, as well as the team management experience (hopefully experience at luxury hotels)

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• A competitive salary and benefits packages
• Social Insurance Plan – Employees Health Insurance and Employees Welfare Pension Insurance (if applicable)
• Labour Insurance Plan

We’re Fans. Are you?

Assistant Chief Concierge

マンダリン オリエンタル 東京では、コンシェルジュチームの一員としてAssistant Chief Conciergeを募集しています。 

あなたは職人技の達人ですか？チームとして共に成功を収め、誠実さと尊重の精神を示しながら責任を持って行動する環境で輝ける方ですか？成長志向をお持ちですか？私たちは、ファンズ オブ エクセプショナルになって頂ける方をお待ちしています。

数々の権威ある賞に輝くマンダリン オリエンタルは、世界で最もラグジュアリーなホテル、リゾート、 レジデンスを展開しています。マンダリン オリエンタルは、オリエンタルの伝統と、立地する土地の文 化や独自のデザインを反映させた、卓越したホテルづくりで定評があります。当ホテルグループの使 命は、きめ細やかなおもてなしを通じて、お客さまに感動と喜びをお届けすることです。マンダリン オリエンタルは、ラグジュアリーホス ピタリティ業界における革新的なリーダーとしての名声を高め、長期にわたって持続的成長を実現しています。

マンダリン オリエンタル 東京は、その先進的なデザインと、数々の受賞歴を誇る「おもてなし」精神 に満ちたサービスにより、東京を代表する洗練されたラグジュアリーの象徴としての地位を確立して おります。東京の歴史と文化の中心地ともいえる日本橋エリアに位置し、現代的でありながら、時代 を超越した建築の美しさを備えた、マンダリン オリエンタル ホテル グループにとっての国内１号店 です。

職務内容

コンシェルジュの仕事はお客様からの様々なリクエストにお応えすることです。

お客様から頂くリクエストで代表的なものはレストランの予約です。また、タクシー・ハイヤーの手配やお誕生日・プロポーズのサプライズのお手伝いもコンシェルジュが担当します。海外のお客様からツアーガイドや文化体験の手配依頼などもお受けします。
お客様からのリクエストはご滞在中だけではなく、ご宿泊前にメールや電話でお問い合わせ頂くことも非常に多く、チームで分担して対応します。
お客様のリクエストに対して、決してＮＯとは言わず、必要に応じて他の方法を提案するようにしています。例えばレストラン予約の際に、ご依頼のタイミングによってはご希望通りにご予約をお取りできないことがあります。その際予約ができなかったことをお伝えするのではなく、お店の雰囲気やお客様のご希望に近い他のお店を提案するようにします。

Assistant Chief Conciergeとして、上記業務のほかにコンシェルジュチームのマネジメントもご対応頂ける、東京のホテルでのコンシェルジュ経験者の方を募集します。こちらのポジションはDirector of Conciergeにレポートします。