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
Meets all VIP, long stay and suite guests
Greet and escort all guests promptly to their rooms
Responsible for physical inspection of all VIP rooms, prior to arrival
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
Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
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)
Perform assistance to guests in lobby
Develops new ideas for cost effective guest amenities
Demonstrate teamwork by cooperating with and assisting colleagues as needed
Calls daily all VIP guests to arrange meetings, (greetings, cocktails, afternoon tea, breakfast, lunch, dinner.) with the General Manager (or Hotel Manager)
Is the key person stationed in the lobby to welcome and greet guests upon arrival and departure
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
Liaison with VIP guests for private business meetings in suites/function rooms
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 be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence
To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and In room dining, and to ensure that all amenities and special requests are in place
To ensure that all returning guests are pre-registered 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
