{"id":2786796,"url":"https://alion.io/job/mandarin-oriental-guest-experience-officer","title":"Guest Experience Officer","company":{"id":1760223,"name":"Mandarin Oriental","domain":"mandarinoriental.com","url":"https://alion.io/company/mandarinoriental-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":85,"open_postings":257,"ghost_share":0,"stale_share":0.409,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":28000,"period":"year","method":null,"sample_n":4240},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T21:03:56Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-22T07:28:42Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Guest Experience Officer\nMandarin Oriental, Tokyo is looking for a Guest Experience Officer to join our Guest Experience team.\nAre 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.\nMandarin 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.\nMandarin 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.\nAbout the job\nBased 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.\nThe Guest Relations Officer will report directly to the Guest Relations Manager.\nAs Guest Experience Officer, you will be responsible for the following duties:\nSupport 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.\nTo ensure that Mandarin Oriental, Tokyo’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.\nUses language and cultural skills to assist VIP’s from the colleague’s country of expertise.\nActs as a liaison with all hotel guests requiring special needs and requirements\nMeets all VIP, long stay and suite guests\nGreet and escort all guests promptly to their rooms\nResponsible for physical inspection of all VIP rooms, prior to arrival\nCoordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales\nAddress special guest preferences recorded in guest history profiles\nStay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly\nProvide 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\nArrange fulfillment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues\nHandle guests incoming and outgoing correspondence, (facsimile, messages, mail)\nPerform assistance to guests in lobby\nDevelops new ideas for cost effective guest amenities\nDemonstrate teamwork by cooperating with and assisting colleagues as needed\nCalls daily all VIP guests to arrange meetings, (greetings, cocktails, afternoon tea, breakfast, lunch, dinner.) with the General Manager (or Hotel Manager)\nIs the key person stationed in the lobby to welcome and greet guests upon arrival and departure\nResponsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines\nAccountable for results from Guest Database audit, Guest Satisfaction, in areas relating to Guest Recognition Program\nAnalyzes guest preferences and prepares reports for improvement on Guest Satisfaction\nPreparation of guest turn down letters\nLiaison with VIP guests for private business meetings in suites/function rooms\nTo ensure that the hotel’s credit policies are adhered to at all times\nTo be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants etc. and to actively promote and up sell these\nTo be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence\nTo 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\nTo ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program\nTo handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily\nOur commitment to you\nLearning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.\nMOstay. 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.\nHeath & 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.\nA competitive salary and benefits packages\nSocial Insurance Plan - Employees Health Insurance and Employees Welfare Pension Insurance (if applicable)\nLabour Insurance Plan\n\nWe’re Fans. Are you?","description_format":"text","description_chars":5538,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts","Luxury Travel","Spa & Massage"],"lifecycle":[{"event":"open","at":"2026-10-17T15:46:37Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":62,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/mandarin-oriental-guest-experience-officer","json_url":"https://alion.io/job/mandarin-oriental-guest-experience-officer.json","meta":{"generated_at":"2026-10-22T13:48:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13140,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1760223},"rest":"https://alion.io/mcp/rest/get_company?id=1760223"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmandarin-oriental-guest-experience-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmandarin-oriental-guest-experience-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmandarin-oriental-guest-experience-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mandarin-oriental-guest-experience-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmandarin-oriental-guest-experience-officer"}]}