Mandarin Oriental, Tokyo is looking for Director of Guest Experience.

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

Director of Guest Experience will be responsible, but not limited to, the Guest Experience Team (FOH) and Guest Experience Coordinator to enriching the exceptional experience that is personalized and customized to each guest.

The Director of Guest Experience will report directly to the Director of Rooms and supervise Guest Experience Team (FOH) and Guest Experience Coordinator.

Duties and Supporting Responsibilities

• Director of Guest Experience 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.  Below are some of the bespoke programs to be implemented/ improved.
  • Director of Guest Experience will be responsible for driving and improving the service quality for VIPs such as Suites, key repeat and luxury booking agent etc. by proactively reaching to the guest prior to the arrival.
  • Director of Guest Experience will review guests’ requirements based on their geographical location (I.e. US Guests, Asian Guests, Middle Eastern Guests) and prepare a list of amenities that can be introduced for the hotel to understand their culture preferences whilst away from their country (I.e. Middle Eastern to have Halal food, etc.). Focus on guest’s purpose of visit (I.e., Business or leisure) and make recommendations for personalized amenities.
  • Develop a program that capture the correct guest profile, stay history and preferences within the hotel to successfully improve the guest profiles.
  • Driving and improving the Fans of M.O. guest recognition.
  • Director of Guest Experience will establish a “mapping program” to stay in contact with all the VIPs during their stay to ensure that the guests have a personal connection with colleagues or managers.
  • Liaison with F&B and Chef and develops new ideas for guest amenities. This includes special amenity programme for peak season such as Sakura, Christmas, New Year Eve, New Year.
  • In charge of special event planning for stay guests such as Sakura, GW, Obon, Christmas, NYE, NY etc.
  • Director of Guest Experience will be responsible for establishing and maintaining an exciting Guest Recognition Program (10th stay, 50th stay, 100th stay, etc).
  • Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG GXP initiative.
• Establishing guest connection/relationship and offer personalized service for VIPs prior to the arrival by sending pre-arrival emails (All highlighted VIPs, Suite Guests, Long Stay, FE, FE+, repeat guests with 20+ stays) to ensure the anticipation of their needs and a flawless stay at the hotel.
• Create personalized amenity and welcome card / notes for arrival, anniversary prior to guest’s arrival.
• Liaison with F&B and HSKP for seasonal F&B or Non-F&B amenity.
• Manage the operation as Lobby Ambassador during daytime.
• Director of Guest Experience will ensure that the guest’s requirements are handled expediently, with all colleagues’ aware of these guests’ preferences and daily movements.
• Director of Guest Experience will conduct interviews, disciplinary action and appraisals for the Guest Experience Team ensuring a good work environment, which promotes colleagues’ ideas and suggestions.
• Director of Guest Experience will be responsible for overseeing the guest recognition Program and VIP related projects.
• Director of Guest Experience will represent the Director of Rooms / Front Office Manager in their absence.
• Director of Guest Experience will be responsible for handling guest complaints, constructive comments and Elogs.
• Attend Evening Briefing and share VIP guest information (in-house, next day arrivals, and departure)
• Liaising with Concierge team for VIP guests’ transportation, restaurant reservations, private tours etc.
• Promote and ensure that Mandarin Oriental standards of Legendary Quality Experience and Guiding Principals are enforced.
• Maintain complete knowledge of:
  • All hotel features/services, hours of operation.
  • All hotel restaurant food concepts, menu price range, dress code and ambiance.
  • All hotel catering venues.
  • All hotel room inventory
  • Daily house count and expected arrivals/departures (in particular VIPs).
  • Scheduled daily group activities, names and location of meeting/banquet rooms.
• Search and monitor the guest picture, preferences, background and stay history etc...
• Conduct VIP and Suite guestroom pre-arrival inspections (Room cleanliness, condition, set-up including amenity)
• Ensure the consistency of In Room Check In for limousine guest, VIPs and key repeat guests. Increase the scope of guests benefiting from the program.
• Director of Guest Experience will prepare and present the highlighted VIPs at the morning briefing and operational Meeting to ensure a clear overview of the guest’s movements and preferences, liaising with RSVN and Sales department to ensure that all guests’ preferences and profile are well prepared prior to the arrival.
• Observes and ensures that all colleagues are performing their duties in accordance with established hotel policies and procedures.
• Conduct room orientation and checking in / out during peak periods.
• Have a thorough command of the Front Office operational system (HMS, Alliants, InfoGenesis, Actabl etc.)
• Promote a climate of enthusiasm in the workplace.
• Conduct monthly departmental meeting with meeting minutes.
• Maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and auctioned when needed
• Establish the career development plan of the colleagues.
• Ensure data entry and data collection is error-free.
• Lead staff training and development, ensuring the highest level of guest & employee satisfaction within the department.
• Participation of the daily briefing to share the most updated guest information to the operational team.
• Ensure sufficient staffing in all areas appropriate to operational demand.
• Ensure staff punctuality, uniforms, equipment, personal hygiene, and grooming standards.
• Ensure that Guest Experience colleagues work in a clean and tidy manner, according to hotel policies and standards.
• Continuously monitor staff performance and provide on-the-job guidance.
• Constantly monitor scores of TrustYou, LQE and implement necessary actions
• Be the key driver to generate the positive reviews such as Google / TripAdvisor.
• Manage and update guest preference including stay history, Elog, online survey GM feedback card, etc.
• Creating “Moment of Delight” to leave lasting impression for guests
• Perform Training and Quality Control Checks.
• Conduct training for the new colleagues and monitor the training progress.
• Ensure colleagues are well trained with the standard operational procedures including Risk Management and FLHSS.
• Promote in house outlets/facilities and prioritize room category up-selling.