Assistant Guest Experience Manager

Mandarin Oriental, Tokyo is looking for an Assistant Guest Experience Manager to join our Guest Experience 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 the Mandarin Oriental, Tokyo / within the Rooms Division in Tokyo, the Assistant Guest Experience Manager is responsible, but not limited to, the Guest Experience Department and Butler ensuring an exceptional experience that is personalized and customized to each guest.

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Guest Experiences operation being pro-active, creative and results driven, focusing on delighting our guests and creating a Mandarin Oriental Experience.

The Assistant Guest Experience Manager reports to Director of Guest Experience and supervise Guest Experience Supervisor, Guest Experience Officer and Guest Experience Coordinator.

As Assistant Guest Experience Manager, you will be responsible for the following duties:

Core Responsibilities
•    Serve as the in-charge of the Guest Experience team during the Director's absence.
•    Act as an ambassador for Mandarin Oriental, Tokyo, ensuring an exceptional experience by creating bespoke services tailored to our guests' needs.
•    Promote the company’s philosophy and culture through the Pillars of Legendary Quality Experiences to ensure guest satisfaction and the achievement of our Mission Statement.

Guest Experience Programs
•    Drive and improve the quality of information for VIPs, Suite, and Fan Club/Virtuoso bookings by reaching out to guests prior to arrival.
•    Review guest requirements based on geographical location (e.g., Russian, Chinese, Middle Eastern guests) and prepare a list of culturally relevant amenities (e.g., Halal food for Middle Eastern guests).
•    Develop a program to effectively capture guest preferences to enhance profiles and improve service quality.
•    Establish a communication program for Suite, VIP, and Virtuoso/Fan Club guests during their stay, fostering personal relationships with colleagues.
•    Responsible for ensuring that the daily MO WOW guest experience is implemented in operations.

Guest Interaction and Relations
•    Manage the Guest Experience department, focusing on establishing relationships and providing personalized service for VIP guests from pre-arrival to departure.
•    Handle guest complaints and comments efficiently, ensuring satisfactory resolution.
•    Ensure that guests’ main requirements are addressed promptly, with all colleagues aware of their preferences and movements.
•    Greeting and escorting all guests promptly to their rooms.
•    Conduct physical inspections of all VIP rooms prior to arrival.

Amenities Coordination
•    Liaise with Food & Beverage (FB) and the Chef to develop new ideas for guest amenities, including special amenity programs for peak seasons (e.g., Sakura, Christmas, New Year’s Eve).
•    Coordinate all VIP amenities with the Executive Office, Housekeeping, Room Service, Concierge, Front Office, Reservations, and Sales.
•    Create personalized amenities and welcome cards/notes for arrivals and anniversaries prior to guests' arrival.
•    Pre-assign amenities in the system to ensure Housekeeping and In-Room Dining can be prepared accordingly and that all amenities and special requests are in place.
•    Handle the VIP amenities program for Signature Suites and special VIP arrivals, coordinating with other departments.

Communication and Coordination
•    Maintain ongoing communication channels with all colleagues, ensuring their feedback is acknowledged and acted upon.
•    Prepare and present VIP information at the Operational Meeting to ensure all guest preferences are set up prior to arrival.
•    Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly.
•    Monitor and minimize the number of duplicate global guest profiles.
•    Check upcoming group resumes and update arrangements, assigning welcome and turndown amenities accordingly.

Continuous Improvement and Training
•    To ensure that accurate information (status and research potential VIP company and position) is provided on the Highlighted VIP/ DOD for VIPs, including pictures.
•    Analyze guest preferences and prepare reports for improving guest satisfaction.
•    Gather feedback from the Guest Experience team regarding operational improvements and report to the management team.
•    Support Guest Experience in preparing for regular departmental training or arrival groups.
•    Prepare a training plan checklist for new joiners.
•    Prepare the monthly Amenities Cost Breakdown and Highlighted VIPs report for the Director of Rooms.

Staff Management and Development
•    Responsible for scheduling Guest Experience roster and coordinating with the Front Office for operations during the Director of Guest Experience’ absence.
•    Lead staff training and development, ensuring the highest level of guest and employee satisfaction within the department.
•    Monitor staff performance, providing on-the-job guidance and conducting monthly departmental meetings with minutes.
•    Ensure sufficient staffing in all areas according to operational demand and maintain staff punctuality, uniforms, and grooming standards.

Quality Control and Improvement
•    To ensure that you continuously drive and enhance quality scores and guest reviews to meet the hotel's targets.
•    Constantly monitor scores of TrustYou Performance, LRA and LQA, implementing necessary actions for improvement.
•    Be the key driver for encouraging guests to write TripAdvisor / Google / Ctrip/ Booking.com comments and create "Moments of Delight" to leave lasting impressions.
•    Attend to all feedback and comments from guests, transmitting them to the relevant departments for immediate corrective actions.

Operational Excellence
•    Ensure that all guests are checked in and checked out efficiently, yet warmly and friendly.
•    Promote in-house outlets and prioritize room category upselling.
•    Review VIP arrival reports and ensure room assignments reflect guest preferences.
•    Maintain awareness of local events and attractions to assist guests with inquiries effectively.

Emergency Procedures and Compliance
•    Be fully aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
•    Adhere to hotel policies and regulations as outlined in the Staff Handbook.

Additional Responsibilities
•    Assist management with special projects and tasks as required.
•    Ensure daily coverage of lobby duty, serving as the lobby ambassador for hotel VIP events.
•    Continuously drive and enhance quality scores and guest reviews to meet hotel targets.
•    Maintain immaculate personal presentation and ensure that uniforms comply with hotel standards.
•    Supervise and control all staff in the section for smooth operations and lead the team to improved performance.
•    Ensure all tasks assigned to the Guest Experience Supervisors are completed and provide assistance during their absence.
•    Ensure that all rooms are pre-set with VIP preferences by profile requirements.
•    Maintain comprehensive knowledge of the hotel’s services and facilities, actively promoting them at every opportunity.

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 Guest Experience Manager

マンダリン オリエンタル 東京では、宿泊部の一員としてAssistant Guest Experience Manager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

Assistant Guest Experience Managerはゲストエクスペリエンス部門およびバトラー業務を含む（ただしこれらに限定されない）責任を持ち、それぞれのお客様ににパーソナライズされカスタマイズされた卓越した体験を提供します。

ゲストエクスペリエンスを行う全側面に対し、積極的かつ創造的で結果重視の姿勢をもって全面的な責任を担い、お客さまに喜んで頂けることを追求し、マンダリン オリエンタルでの体験を創出することに注力することにあります。

Assistant Guest Experience Managerは、Director of Guest Experienceにレポートします。