Chief Concierge

Mandarin Oriental, Tokyo is looking for a Chief Concierge to join our Concierge 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 Concierge in Tokyo, the Chief Concierge is responsible for the overall daily management of the Concierge Desk and the guest satisfaction including initiating contact with the guests via email or phone and creating a delightful experience in Japan.

The Chief Concierge reports to the Director of Concierge.

As Chief Concierge, you will be responsible for the following duties:

The Chief Concierge will be an ambassador for Mandarin Oriental, Tokyo guests ensuring an exceptional experience by creating bespoke services aimed to offer a personalized and customized experience to our guests.

· The Chief Concierge will be responsible for all day to day operational aspects of the Concierge including the schedule preparation, financial review of invoices, vacation planning, supervision of the team, supporting the Director of Concierge Services.

· The Chief Concierge will be responsible for finding efficiencies and new improvements in services for our guests.

· The Chief Concierge will be responsible for establishing an organized workload for the team to ensure that overtime is kept at a minimum and pre approved.

· The Chief Concierge will conduct reviews and perform disciplinary action.

· The Chief Concierge will handle guest complaints and suggestions on behalf of the Concierge team.

· Provide guests access to all Tokyo has to offer.

· Offer a warm, sincere and personalized welcome to all guests.

· Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history

· Have an in depth knowledge of directions, travel time, cost and various forms of transportation.

· Maintain a constantly updated database with extensive information about city highlights.

· Maintain a consistent and sufficient level of brochures, maps and handouts.

· Maintain a daily sheet (via software) of all guest requests, reservations and confirmations for guests.

· Be knowledgeable of all in-house and arriving guests.

· Be aware of all daily events in the hotel.

· Arrange tickets for theatre, sporting events and local attractions.

· Make and confirm dining reservations.

· Arrange for package delivery and pickup for guests.

· Provide guests with a confirmation card for dining reservations, transportation, theatre tickets, etc.

· Communicate all important details to management and colleagues.

· Provide a daily list to the Front Office Manager or Manager On Duty of transportation reservations.

· Maintain a clean, neat and organized desk.

· Act as a guide when guests ask for direction and physically assist them to their destination within the hotel.

· Provide clear directions for all guests travelling outside the hotel.

· Respond to all guest needs and requests.

· Other activities as deemed appropriate by Management.

· Train, coach and support the concierge staff colleagues P 3 of 4 Mandarin Oriental Hotel Group

· Constantly monitor scores of LRA, LQE and implement necessary actions

· Perform Training and Quality Control Checks.

· Monitor training of new staff and their progress.

· Ensure colleagues are completely informed of standard procedures, including emergency situation such as earthquake and fire.

· Promote in house outlets/facilities, and prioritize room category up-selling

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

We’re Fans. Are you?