Guest Experience Officer

マンダリン オリエンタル 東京の宿泊部では、Guest Experience Officerを募集します。ホテル30階から36階までのフロアにラグジュアリーな客室179室をご用意しており、最先端のラグジュアリーと驚くほどの広さが自慢の157室のゲストルームと22室のスイート、計179室の客室に究極の和のスタイルとデザインが実現されています。https://www.mandarinoriental.com/ja/tokyo/nihonbashi/stay■Duties and Responsibilities

• 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

■待遇・土日祝日出勤あり、シフト制・特別休暇制度（慶弔休暇、傷病休暇など）・通勤手当・社会保険・従業員食堂（１勤務日につき１食無料で提供）・マンダリン オリエンタル ホテル グループの優待制度・マンダリン オリエンタル ホテル グループでの無料宿泊（勤続年数に応じて年3～10日）・各種研修プログラム・海外のマンダリン オリエンタル ホテル異動のチャンスあり・社内イベント・従業員表彰制度・マネジメントイントレイニー制度・社内公募制度・クラブ活動サポート・企業型確定拠出年金（正社員対象）■マンダリン オリエンタル 東京について世界で最もラグジュアリーなホテル・リゾート・レジデンスを展開するマンダリン オリエンタル ホテル グループ日本初のホテルとして、2005年12月に東京日本橋に開業しました。グループの理念「立地する土地柄と文化に敬意を表するホテルづくり」をハード面はもちろんソフト面でも実現。館内デザインには「森と水＝日本の自然」をモチーフに和の趣を取り入れ、スタイリッシュな中にも安らぎに満ちたラグジュアリーな空間を作り出しています。38階建の日本橋三井タワー高層階に位置するゲストルームは全179 室。50㎡以上のゆとりあるゲストルームからは、東京を眼下に見渡す眺望をお楽しみいただけます。館内には、充実した施設と数々の受賞歴を誇る直営スパ、12の料飲施設、グランドボールルーム、バンケットルーム、ミーティングルーム、チャペルなどを完備し、 2024年、10年連続で米国の格付け会社『フォーブス・トラベルガイド』より、「ホテル部門」・「スパ部門」共に最高評価の5つ星を獲得しています。https://www.mandarinoriental.com/ja/tokyo

Information :

• Company : Mandarin Oriental
• Position : Guest Experience Officer
• Location : Tokyo
• Country : JP