Hotel Assistant Manager

Mandarin Oriental, Tokyo is looking for a Hotel Assistant Manager to join our Rooms 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 Hotel Assistant Manager is responsible for managing the day to day operation of the Reception desk to ensure all standards are met and delivered. Liaise with other departments, mostly housekeeping and room service to ensure that all guests preferences are set up in the room prior to arrival and that the room is in excellent condition to welcome our guests. Take responsibility as a duty manager for the safety of our guests, colleagues and the property.

The Hotel Assistant Manager reports to Front Office Manager.

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

Hotel Assistant Manager will be responsible, but not limited to, working for smooth operations of Front Office.

General

• Supervise all Front Office colleagues and offer managerial assistance when needed and anticipated.
• Ensures a smooth operations for check in and check out processes, offer assistance when needed
• Ensure Lobby Ambassador to deliver attentive service proactively
• Monitor and have knowledge on room inventory, rates and available rooms for arrivals and walk-in guests.
• Responsible for the night audit process
• Check market segment report to ensure that all markets are of correct market segments before system is shut down during night audit process.
• Study and evaluate the operations of the Front Desk and suggest improvement to Front Office Manager.
• The ability to conduct briefings. Ensure the team reads all new SOP’s and information pertaining to the hotel, arrivals and departures prior to the start of their shift.
• Ensure that Legendary Quality Experience, policies, mission, vision, pillars and targets are followed through
• Performed duty manager role in Emergency Response Team (ERT) and take actions appropriately in case of any emergency at the hotel. Be well versed and trained in all BCP according to Mandarin Oriental guidelines,
• 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 FLHSSE is in place and the team is following accordingly.
• Be well versed with the key lock program and Visionline key card system
• Effective communication to all colleagues on a day-to-day basis
• Support Front Office Manager Duties during his/her absence
• Perform any other tasks assigned by the management of the hotel.

Product & Service

• Greet, bid farewell, monitor and coordinate movement of guests.
• Provide a personal attention to suite and VIP guests ensuring a smooth and fast arrival and exceptional experience at the hotel, observing and acting on all opportunities to exceed the guest expectation and needs
• Handle guest complaints diligently and professionally. Follow up service recovery to achieve guest satisfaction.
• Investigate and review guest comment in order to ensure the team is acting according to hotel standards.
• Follow up on any special requests from guests as per instructions received from
• Co-ordinate with other departments such as In Room Dining  (room amenities) and Housekeeping (rooms assignment and set up) to ensure smooth running of the operations and inter-departmental cooperation
• Propose, and initiate when approved, new services and products for our guests
• Monitor guest registration data base updates to ensure it is being processed in accordance to MOHG standards
• Responsible for handling lost and found (valuables only) by maintaining detailed records and liaising with Housekeeping
• Organize monthly meeting with FOM to discuss operational matters.
• Patrol the hotel premises regularly to ensure safety and security practices are being strictly adhered to
• Assist in conducting site inspections during weekend, Public Holidays and when necessary. 

People

• Train and provide feedback to GSA, GRO and Lobby Ambassador in order to improve their performance.
• Perform standards testing and evaluations to ensure consistent and high level of service that would exceed guest’s expectation is provided by all colleagues.
• Ensure and maintain a very high standard of personal hygiene, behaviour, punctuality and grooming standards of staff

Profit

• To drive and monitor daily result of the Upselling Program and motivate fellow colleagues to achieve required results
• Review the daily room situation, daily selling rate and upselling, always working to keep the hotel on a high REVPAR
• Enforce the hotel’s credit policy by monitoring requests for paid-outs, cash advances and personal cheques
• Check high balance report of in-house guests to monitor credit limits. Be first line of contact when discussing matters of credit with any guests

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?