GUEST RELATIONS EXECUTIVE - JAPANESE

Mandarin Oriental, Kuala Lumpur is looking for a Guest Relations Executive - Japanese to join our Guest Relations 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, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall. 

About the job

Based at the Mandarin Oriental, Kuala Lumpur / within the Front Office Department in Kuala Lumpur, the Guest Relations Executive - Japanese will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The Guest Relations Executive - Japanese reports to the Guest Relations Manager.

As Guest Relations Executive - Japanese, you will be responsible for the following duties:

• Promotes importance of Guest Relations amongst other guest contact departments i.e. Housekeeping and Food & Beverage etc.  

• Continuously monitors the hotel’s VIP initiatives and creates innovative and personalized amenity programmes

• Analyses the guest data and establishes strategies to enhance guest retention ratios 

• Escorts arriving guests, VIP’S and celebrity guests

• Ensures instructions from Management/ MOHG are communicated and acted upon 

• Accountable for results from Guest Database Audit, Guest Satisfaction and LQE standards in areas relating to Guest Relations 

• Handles guest complaints diligently and professionally 

As Guest Relations Executive - Japanese, we expect from you: 

• Minimum SPM qualification, preferably Graduate of a Hotel School would be an added advantage

• Minimum 3 years of working experience

• Must be able to converse, read and write in Japanese and English.

• Good computer knowledge and typing skills

• Knowledge of Property Management System (PMS)

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.

• EPF (Employees Provident Fund) contributions (higher than the norm)

• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)

• Public holiday entitlement based on Malaysian calendar

• Exceptional rest area & colleagues engagement activities.

We’re Fans. Are you?