Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
To ensure that Mandarin Oriental, Tokyo’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
Uses language and cultural skills to assist VIP’s from the colleague’s country of expertise.
Acts as a liaison with all hotel guests requiring special needs and requirements
Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
Address special guest preferences recorded in guest history profiles
Arrange fulfillment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
Handle guests incoming and outgoing correspondence, (facsimile, messages, mail)
Develops new ideas for cost effective guest amenities
Demonstrate teamwork by cooperating with and assisting colleagues as needed
Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
Accountable for results from Guest Database audit, Guest Satisfaction, in areas relating to Guest Recognition Program
Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
Preparation of guest turn down letters for long stay guests
To ensure that the hotel’s credit policies are adhered to at all times
To be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants etc. and to actively promote and up sell these
To pre-assign amenity in the system so that Housekeeping and In room dining can prepare accordingly and to ensure that all amenities and special requests are in place
To ensure that all returning guests are recognized and welcomed according to the hotel’s Guest Recognition program
To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
Monitor and minimize number of duplicate global guest tile
Manage and update guest preference including stay history, elog, online survey GM feedback card, etc.
Prepare operation meeting report for upcoming VIPs in next week
Responsible for guest historian relative training to colleague
Liaison with other department for any new amenity relative procedure
Check upcoming group resume and update arrangement and assign welcome and turn down amenity accordingly
Create personalized amenity and notes for arrival, anniversary and farewell gift prior to guest’s arrival
Pre arrange amenity and notes for landmark program
Check upcoming arrival guest list and work with all relevant departments prior to 10days
Liaison with FB and HSKP for seasonal FB or Non FB amenity
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 r...
Apply now if you are looking for a place to learn, sharpen your skills and explore what it is like to work for a dynamic and multicultural business environment.
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