Assistant Front Service Manager

Mandarin Oriental, Tokyo is looking for an Assistant Front Service Manager to join our Bell 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 Rooms Division in Tokyo, the Assistant Front Service Manager will be responsible, but not limited to, the Bell and Door ensuring an exceptional experience that is personalized and customized to each guests.

The Assistant Front Service Manager reports to Front Service Manager, and supervise Bell Attendant, Door Attendant and Bell Captain.

As Assistant Front Service Manager, you will be responsible for the following duties:

• Greet, bid farewell, monitor and coordinate movement of all guests, patrons of the restaurant and function rooms. 
• Handle guest complaints diligently and professionally and always with good feedback to the guest on satisfaction.
• Ensures that standards are met and that the Front Service department, the limousine and parking are adhering to the MO standards at all times. Monitor the process via standards testing and retraining.
• Ability to organize and participate in group check ins and outs, bag pulls and delivery drops.
• Organize the Front Service department to ensure that focus of service is guest centric and create efficiencies to reduce the number of reports created that are not essential to the operation.
• Ability to set up, learn and utilize Alice to various departments and within the team.
• Ability to manage the financial aspects of limousine business and parking making suggestions and implementing ideas that can bring further revenue to the hotel and increase the quality of services.
• Ability to organize the team to deliver messages, packages and other items to guests rooms. Ability to run errands for Concierge desk and Housekeeping when necessary.
• During heavy arrival and departure of guests, function guests, have the ability to organize a plan of action to handle the higher volume of guests and patrons.
• Become the principal contact and liaison with the limousine companies, parking and any other outside contract related to the Front Services area.
• Keep the area in Front Services clean and tidy all the times (front and back).
• Manage the newspaper deliveries to ensure consistency and safety of our guests. Manage the financial aspects of the business.
• Handle domestic / international courier services for internal and external guests
• Perform regular inventory on long term storage and packages.
• Ensure that Legendary Quality Experience, policies, mission, vision and IMS objectives and targets are followed through.
• Ensure that the whole team have the highest standards of grooming.
• Conduct interviews, reviews and disciplinary actions as required with the team. Conduct training for the Front Services area and other areas as needed. P 3 of 5 Mandarin Oriental Hotel Group
• Follow all financial and payroll guidelines to ensure accurate and timely reports.
• Report in the Duty Managers log system any incidents for the Management’s attention and follow up with decisions made.
• Follow lost and found procedures.
• Attend internal meetings representing the department and the division and events outside the hotel as required.
• Organize or participate on monthly Duty Manager’s meeting with FOM to discuss operational matters
• Patrol the hotel premises regularly to ensure safety and security practices are being strictly adhered to
• Be well versed with accident and incident reporting procedures and take an active role in being a liaison person to assist guest on such issues
• Ensure Lobby presence in all areas.
• Propose, and initiate when approved, new services and products for our guests
• Perform any other tasks assigned by the management of the hotel.
• Completely familiar with knowledge of operation for Bell, Door, and Valet Service.
• Be a role model for Front Service with regards to Customer Delight and Guest Recognition
• Ensure smooth operation of Front Service by creating an encouraging and motivating environment for other colleagues.
• Be able to communicate smoothly and professionally with internal relevant sections and external partners.

As Assistant Front Service Manager, we expect from you: 

・Japanese language skill (Fluent）

・English language skill (Intermediate or above)

・Experience as the management in Bell Service team.

We’re Fans. Are you?

Assistant Front Service Manager

マンダリン オリエンタル 東京では、宿泊部ベルのチームの一員としてAssistant Front Service Manager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

Assistant Front Service Managerは宿泊部ベルのチームに所属し、ベルサービスおよびドアサービスを含む（ただしこれらに限定されない）業務を担当し、お客様お一人おひとりに合わせたパーソナライズされたExceptionalな体験を提供します。

Assistant Front Service ManagerはFront Service Managerにレポートし、Bell AttendantやDoor Attendant、Bell Captainを監督します。