Guest Services Supervisor (Front Office - Required to Speak Japanese)

Scope of Position

• Excel in delivering Legendary Quality Experience to all guests while attending to their needs and requests. Provide superb recommendation for wine and dine, entertainment, tourist attractions, airline ticketing, arts and any other information.
• Required to communicate in Japanese with our Japanese-speaking guests.

Responsibilities

• Ensure that GSAs/GSEs/HSEs attend to guest’s travel and transport requests accordingly
• Provide Concierge- related trainings to Concierge/Baggage & Front Office Team
• Oversee the whole Concierge Team in the absence of the Assistant Concierge Manager/Concierge Manager
• Ensure that colleagues are well- groomed and arrives for daily duty promptly.
• Coordinates with third-party vendors when necessary
• Do outside errands / taking of guests to destinations (eg clinic /shops etc)
• Well informed on all activities within and outside the hotel
• Manages and ensure that the front driveway is free of traffic congestion and car valet services are of highest standard
• Supervise the Baggage and Doormen Team in ensuring that proper arrival and departure standards are provided to all guests and that VIP guests are assisted
• Maintain complete and readily accessible files and records necessary for effective operations and future references
• Participate and be actively involved in Les Clefs d’Or activities to ensure good connections and network of information are maintained and enhanced
• Update and disseminate information about the Arts, Culture & Entertainment activities, shopping and places of interest in Singapore so as to provide guests with accurate information and capability in securing tickets or admission for guests to these activities
• Address special guest preferences and ensure this information is communicated to be recorded in guest history profiles
• Communicate effectively with Japanese-speaking guests to understand and address their needs.
• Well-versed with Mandarin Oriental Hotel Group goals and information.

Requirements

• Minimum JLPT-N2 and fluent in spoken Japanese to liaise with Japanese-speaking guests
• Presence of Japanese-speaking guests. Proficiency in Japanese is essential.
• Minimum 2 years experience in 5-star luxury hotels, with supervisory responsibilities
• Good communication and interpersonal skills
• Enjoys interacting with guests
• Work on rotating shifts (no night shifts), weekends and public holidays as rostered