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Guest Recognition Manager

4 weeks ago

Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

**Position**: GUEST RECOGNITION MANAGER - JAPANESE (Full time #536238)

**Property / Office**: Mandarin Oriental, Kuala Lumpur

**Location**: Kuala Lumpur, Malaysia

The Guest Recognition Manager
- Japanese will report to the Front Office Manager and forms part of the Front Office team who collectively deliver exceptional guest experiences.

We are looking for individuals who have a good knowledge of Front Office operations, proficient in Japanese language, a team player and enjoys to wow guests with outstanding service and hospitality.

**The Role of Guest Recognition Manager - Japanese**
- Oversees and manages the overall Guest Recognition activities as outlined in the MOHG manual and for the purpose of guest retention
- To ensure the Japanese guests’ stays are comfortable and guest needs are met
- To maintain quality and personalized services at all times
- Good knowledge of daily arrivals including VIPs and be aware of any special instructions
- Welcome and escort all Japanese guests to their respective rooms and register in room
- Bids farewell to all VIPs and guests
- Conducts courtesy calls to all in-house Japanese VIP guests who stay for more than two days and compile proper records
- Monitor Front Desk demand and assist on operation when required
- Assists in maintaining an efficient flow of guest to the Front Desk through lobby duty, in particular targeting heavy demand and assisting where necessary
- Ensures lobby duty is carried out
- Follows up on guest comments and requests in coordination with the Front Desk staff, Duty Managers and other Guest Services Agents
- Translates any correspondences in Japanese, guest comment cards and write letters in Japanese as required
- Act and perform as a Supervisor to the Guest Recognition team on their day-to-day operation to ensure smooth operations
- Performs any other reasonable duties as required by the Front Office Manager from time to time
- Identify local guest activities and places of interest to be communicated to the guests when required

**Preferred Qualifications And Skills**
- Degree or Diploma in Hospitality Management from leading hotel schools
- Minimum 3 years working experience in hospitality or tourism related industry, preferably in Front Office operations
- Minimum 1 year experience in a similar capacity as a GRO supervisor in a deluxe international hotel
- Good knowledge of the operations of the entire Front Office operation
- Willing to work shift duties
- Fluent in English, Japanese and/or Korean
- Well-versed with Japan & Korean culture
- Pleasant and approachable with good interpersonal skills

Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:
**_Malaysia work authorization is required for this position._**

**Advertised**: 24 Aug 2023 Singapore Standard Time
**Applications close**: 31 Oct 2023 Singapore Standard Time

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