Guest Experience Officer

Guest Experience Officer

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

The Guest Relations Officer will report directly to the Guest Relations Manager.

As Guest Experience Officer, 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
• 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

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

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