Guest Experience Supervisor

Mandarin Oriental, Tokyo is looking for a Guest Experience Supervisor 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 Guest Experience, the Guest Experience Supervisor is responsible, but not limited to, work with the Guest Experience team ensuring an exceptional experience that is personalized and customized to each guest.

The Guest Experience Supervisor reports to Assistant Guest Experience Manager.

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

Core Responsibilities

• Support the company’s philosophy and culture through the use of the Pillars of Legendary Quality Experiences daily to ensure guest satisfaction and the achievement of our Mission Statement.
• Ensure that Mandarin Oriental, Tokyo’s grooming and appearance standards are implemented and maintained to reflect professionalism and care.
• Utilize language and cultural skills to assist VIPs from the colleague’s country of expertise.
• Act as a liaison for all hotel guests requiring special needs and requirements.

Guest Profile Management

• Maintain the highest quality database related to guest history and implement guest recognition programs in line with MOHG GXP initiatives.
• Check the upcoming arrival guest list, conduct profile searches, and collaborate with relevant departments seven days prior to guest arrivals.
• Address special guest preferences recorded in guest history profiles.
• Manage and update guest preferences, including stay history, E-Logs, online survey feedback, and GM feedback cards.
• Ensure all returning guests are recognized and welcomed according to the hotel’s Guest Recognition program.

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.

Guest Interaction and Special Touches

• Prepare pre-arrival emails for highlighted VIPs, suite guests, long-stay guests, and FMO Silk/ FMO Pearl / Collective guests.
• Prepare for the Weekly Operations Meeting regarding VIPs.
• Prepare personalized special touches for highlighted VIPs.
• Greeting and escorting all guests promptly to their rooms.
• Conduct physical inspections of all VIP rooms prior to arrival.
• Provide quality service by responding to requests promptly, efficiently, and courteously during check-in, check-out, and throughout the guest experience.
• Arrange fulfillment of guest services by collaborating with the Concierge, Housekeeping, PBX, Reservations, and Room Service colleagues.
• Handle incoming and outgoing guest correspondence (facsimiles, messages, mail).
• Demonstrate teamwork by cooperating with and assisting colleagues as needed.

Communication and Coordination

• 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.
• Liaise with other departments for any new amenity-related procedures.
• Check upcoming group resumes and update arrangements, assigning welcome and turndown amenities accordingly.
• Assist the Guest Experience Department in communicating with other departments as required.

Continuous Improvement and Training

• 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.

Leadership and Supervision

• The Guest Experience Supervisor is responsible and accountable for all operations related to the Guest Experience section while on duty. All duties performed must be timely, effective, and consistent with high guest service standards.
• Supervise and control all staff in the section for smooth operations and lead the team for improved performance.
• Ensure continuous enhancement of quality scores and guest reviews to meet hotel targets.
• Ensure daily awareness of all hotel arrivals, particularly VIPs and returning guests, and any special requests so they can be acted upon accordingly.
• Review VIP Recognition, Amenities, and the Milestone program monthly, ensuring the team follows up.
• Maintain comprehensive knowledge of the hotel’s services and facilities, actively promoting them at every opportunity.
• Ensure and control all operational supplies and guest supplies are in good stock and place orders when needed.

Guest Relations Management

• Handle all guest and internal customer complaints and inquiries courteously and efficiently, ensuring satisfactory resolution.
• Attend to all feedback and comments from guests, transmitting them to the departments concerned and ensuring immediate corrective actions are taken and updated in guest profiles.
• Review arrival reports to ensure all guest preferences are followed and arranged appropriately.
• Assign VIP rooms according to special preferences and handle special requests in coordination with other departments (e.g., room decorations, flower arrangements, special occasions).

Operational Standards

• Ensure that all guests are checked in and checked out efficiently yet warmly and friendly.
• Ensure that all guest inquiries and requests are attended to professionally and warmly.
• Maintain immaculate personal presentation and ensure uniform or work clothes align with relevant Guest Relations and hotel uniform codes.
• Be fully aware of the hotel’s Fire and Emergency Procedures and your responsibilities in an emergency.

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?

Guest Experience Supervisor

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

Guest Experience Supervisor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。

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