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.
• https://careers.mandarinoriental.com/jobs/guest-service-agent-tokyo-japan-b9b12590-ad0e-4aaf-a820-b996f1295c1d