Job Description

Position: JAPANESE/KOREAN GUEST RECOGNITION EXECUTIVE (Full time #534622)
Property / Office: Mandarin Oriental, Kuala Lumpur
Location: Kuala Lumpur, Malaysia

The Japanese/Korean Guest Recognition Executive 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 and Korean language, a team player and enjoys to wow guests with outstanding service and hospitality.
The Role of Japanese/Korean Guest Recognition Executive

• Responsible to provide attentive service for the Japanese market and play a vital role in assisting with the Guest Recognition aspects and the daily operations of the Front Desk.
• Daily Duties
  • 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

• Guest Recognition
  • Supports the Guest Recognition Manager
  • Supervises and leads the Guest Services Agents
  • Attends briefings/ meetings (Management Meeting, Operations Briefing) and updates management on Guest Recognition activities
  • Promotes importance of Guest Recognition amongst other guest contact departments i.e. Housekeeping and Food & Beverage etc.
  • Continuously monitors the hotel\xe2\x80\x99s VIP initiatives and creates innovative and personalized amenity programmes
  • Monitors the progress and performance of all aspects of the Guest Recognition programmes
  • Analyses the guest data and establishes strategies to enhance guest retention ratios
  • Trains all front-line colleagues on Guest Recognition principles
  • Ensures guest feel welcome
  • Escorts arriving guests, VIP\xe2\x80\x99S and celebrity guests
  • Maintains high guest repeat and retention rate
  • Ensures instructions from Management/ MOHG are communicated and acted upon
  • Is the champion of guest name recognition
  • Is the champion of guest preferences collection
  • Is the champion of \xe2\x80\x98MOWOW\xe2\x80\x99 initiatives
  • Accountable for results from Guest Database Audit, Guest Satisfaction and LQE standards in areas relating to Guest Recognition
  • Handles guest complaints diligently and professionally
  • Ensure all rooms assigned for arrivals are ready prior to guest\xe2\x80\x99s check in
  • Ensure GM/ HM/ DH welcome card are set up for arrival guests
  • Perform any other duties as required by the Front Office Manager from time to time

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 Korean
• Well-versed with Japan & Korean culture
• Pleasant and approachable with good interpersonal skills
  
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Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:

• https://www.mandarinoriental.com/careers
• https://www.linkedin.com/company/mandarin-oriental-hotel-group
• Watch us at: https://www.youtube.com/watch?v=A0coCZUyHzI

Malaysia work authorization is required for this position.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.
Advertised: 07 Apr 2023 Singapore Standard Time
Applications close: 31 May 2023 Singapore Standard Time