Guest Experience Coordinator

Mandarin Oriental, Tokyo is looking for Guest Experience Coordinator 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 Guest Experience Manager is responsible as the following duties.

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 Guest Experience Coordinator reports to Director of Guest Experience.

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

• 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

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?