Assistant Guest Experience Manager

About the role

Mandarin Oriental, Tokyo, within the Rooms Division, is recruiting an Assistant Guest Experience Manager. The role covers the Guest Experience Department and Butler services, delivering personalized, customized experiences for every guest. It reports to the Director of Guest Experience and supervises the Guest Experience Supervisor, Officer and Coordinator.

Key responsibilities

• Serve as in-charge of the Guest Experience team during the Director's absence and act as an ambassador for the hotel, creating bespoke services for guests.
• Manage VIP, Suite and Fan Club/Virtuoso bookings: contact guests before arrival, review requirements by region and prepare culturally relevant amenities such as Halal food.
• Develop a program to capture guest preferences and improve profiles, and run a communication program for Suite, VIP and Virtuoso guests during their stay.
• Ensure the daily "MO WOW" guest experience is implemented, handle guest complaints and comments, and greet and escort guests promptly.
• Inspect VIP rooms physically before arrival and coordinate VIP amenities with Food & Beverage, Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales, including seasonal programs.
• Prepare VIP information for the Operational Meeting, attend daily Front Office briefings, and check group reservations and upcoming arrivals.
• Monitor quality scores (TrustYou, LRA, LQA) and guest reviews, encourage TripAdvisor, Google, Ctrip and Booking.com comments, and pass guest feedback to the relevant departments.
• Lead staff training and development, schedule the roster, monitor performance and hold monthly departmental meetings.
• Ensure adequate staffing, uniform and grooming standards, and cover lobby duty as the hotel's VIP event ambassador.
• Assist management with special projects and follow fire and emergency procedures and hotel policies.

Required profile

• Fluent Japanese.
• Guest Experience or Front Office experience at a luxury hotel.
• A proactive, creative and results-driven approach focused on delighting guests.

What we offer

• Learning and development programmes at each stage of the career.
• MOstay: complimentary nights and discounted rates for colleagues and their families.
• Health benefits and wellness programmes.
• Competitive salary and benefits package, including social insurance and labour insurance plans where applicable.