Guest Service Agent

Mandarin Oriental, Tokyo is looking for a Guest Service Agent join our Front Office 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 Front Office, the Guest Service Agent is responsible for the overall guest satisfaction including the welcome, departure and creating a delightful experience in Japan. The candidate is required to speak fluent English and Japanese.

The Guest Service Agent reports to Front Desk Manager.

As Guest Service Agent, you will be responsible for the following duties:

• Greet and escort guests to rooms promptly
• Provide quality service, with co-workers, to the guests by responding to their requests promptly, efficiently and courteously during check in, check out and throughout the stay.
• Arrange fulfilment of guest services by working with Bell, Guest Relations, Concierge, Housekeeping, Reservations and Room Service, etc.
• Engaging with the guests by conversation to understand their preferences and delight them
• Escorting the guest to room and introducing hotel and room facility according to SOP
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly and be efficient in rooms rates & promotions
• Handle arriving guests’ incoming correspondence (facsimile, messages, mail, flower, parcels, etc.)
• Adhere to hotel policies strictly regarding the use of cash banks
• Check cash float, beginning and end of each shift ensuring at all times that the amounts are accounted for. Report any surplus or short discrepancies
• Check and ensure all guest’s bills are charged correctly and posted into the respective folios accurately
• Establish a good working knowledge of the Accounts Department so as to facilitate guests and Management requests for historical data on guest queries
• Continuously strive to meet Front Office objectives, i.e. up-selling, LRA, MOQA, Forbes, Tripadvisor, guest history preferences etc.
• Responsible for maintaining the Legendary Quality Experience – LQE
• Creating Moments of Delight by using empowerment
• Review guest comments in order to constantly improve service.
• Ensure grooming standards, punctuality, clean and proper uniform, personal hygiene are a priority
• Follow up on guest comments to establish solutions appropriate to problems highlighted and to take ownership of the details and follow up.
• Attend meetings pertaining to Front Desk operations and remain up-to-date with new innovations within the hotel
• Ensure that Front Desk work area is in a clean and tidy manner with proper filing in place for guest folders and reports.
• Ensures guest registration data base updates is accurate and is according to MOHG standards
• Maintain the Front Desk information folder with up-to-date information on rates, programmes, special benefit cards, Mandarin Oriental Hotel Group details, etc.
• Learn Room Controlling skills to support daily operation after knowing the basic
• Perform any other reasonable tasks / duties as required by the Department Head from time to time
• Demonstrate teamwork by cooperating and assisting co-workers as needed.
• Ensure full compliance with the standards of Fire, Health & Safety procedures
• Responsible to safeguard the security of the company's information and computing assets and complying with the implemented Information Security Policy and all practices and supporting procedures designed in accordance with the policy.
• Promote and encourage guest to joins Fans of MO

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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