re 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.

Organisational Structure

The Director of Front Office Operation will report directly to the Director of Rooms.

Front Office Manager, Front Desk Manager, Hotel Assistant Manager, Front Service Manager and PBX Manager will report to The Director of Front Office Operation.

As Director of Front Office / Front Office Manager, we expect from you:

Both Fluent Japanese and English language skill are needed to communicate with Japanese guests as well as Japanese colleagues.

Duties and Supporting Responsibilities

The Director of Front Office Operation will be responsible for all operations in Front Office including Front Desk, Hotel Assistant Managers, Bell and PBX. It is essential for The Director of Front Office Operation to act as a team leader and a team integrator of those departments in order to deliver an exceptional experience to our guests.
Below are duties and responsibilities of the position.

• Guest Centric Approach: Ensure a bespoke guest experience on arrival, stay and departure through a continuous review of our colleague’s engagement with our guests and promoting all colleagues who go the extra mile to provide a memorable experience to them.
• Innovator: Promote and suggest new initiatives to improve the guest experience at the hotel.
• Climate of Enthusiasm: Promoting a climate of enthusiasm amongst all levels throughout in Rooms Division by creating and ensuring colleague satisfaction through effective learning and development initiatives.
• Driving consistency and quality improvement: Drive LQA in Rooms division, measuring compliance to MOQA, LQE, TrustYou, Forbes, TripAdvisor, etc. and training related matters in the Annual FLHSS&E Audit. Evaluate training effectiveness by conducting training audits, standards testing and produce audit reports for management review. Create incentive to promote and recognize the best examples.
• Development of staff and managers: Conduct one-to-one evaluation periodically based on the P&C guidance.
• Guest Experience: Ensure that all guests’ comments are followed up including guest complaints ensuring that all eLogs are resolved.
• Suite Experience Program: Ensure the program is consistently delivered to all suite paying guests.
• Maintain complete knowledge of:
• All hotel features/services, hours of operation.
• All hotel restaurant food concepts, menu price range, dress code and ambiance.
• All hotel catering events and restaurant covers.
• All hotel room inventory, daily occupancy, rate structure, targeted monthly and annual revenues, and monitor
• Daily house count and expected arrivals/departures (in particular VIPs).
• Operate the Front Office properly, efficiently and with profitability, which includes overseeing Front Desk, Hotel Assistant Managers, Bell and PBX colleagues.
• Maximize room revenue and occupancy by effectively controlling availability (on the day of arrival) by reviewing out of order rooms, house-use and complimentary usage.
• Assist in compiling annual capital expenditure for Front Office.
• Control and analyse departmental costs to ensure spending is within budget.
• https://careers.mandarinoriental.com/jobs/director-of-front-office-front-office-manager-tokyo-japan-d11ebe8f-abcf-41a7-a130-88760e443c38