Director of Concierge and Guest Experience

Mandarin Oriental, Tokyo is looking for The Director of Concierge and Guest Experience, who is responsible for the overall daily management of the Concierge and Guest Experience team, ensuring that guest quality and service is delivered according to Mandarin Oriental standards.

■Qualification and Experience Required

Previous luxury hotel experience as an Assistant Chief Concierge or Chief Concierge

Able to communicate in written and spoken both Japanese and English

Excellent overall communication and problem-solving skills

The ability to work well in a team environment

■Major responsibilities

The Director of Concierge and Guest Experience 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 Director of Concierge and Guest Experience will be responsible for all day to day operational aspects of the Concierge and Guest Experience, including the schedule preparation, financial review of invoices, vacation planning, supervision of the team, supporting the Chief Concierge.
• The Director of Concierge and Guest Experience will be responsible for finding efficiencies and new improvements in services for our guests.
• The Director of Concierge and Guest Experience will be responsible for establishing an organized workload for the team to ensure that overtime is kept at a minimum and pre-approved.
• The Director of Concierge and Guest Experience will conduct reviews and perform disciplinary action.
• The Director of Concierge and Guest Experience will handle guest complaints and suggestions on behalf of the Concierge and Guest Experience team.
• The Director of Concierge and Guest Experience will drive the quality training for the Concierge and Guest Experience team, ensuring a weekly topic, standards testing and review of areas to celebrate and improve are considered.
• 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 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
• 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

Advertised: 21 Nov 2022 Tokyo Standard Time
Applications close: 31 Jan 2023 Tokyo Standard Time