Closing Date: 18th January 2018


Japanese Speaking Guest Services Executive

Salary: 2200.00

The Japanese Guest Services Executive will assist in overseeing the effective and efficient operation of Reception which include room management, registration, cashiering. Excel in delivering Legendary Quality Experience to guests.

  • Maintain operational standards to achieve efficiency, productivity and maximum Japanese guest comfort and satisfaction.
  • Manage room control, monitor availability and efficient release of rooms for Japanese arrival guests.
  • Read through Japanese guests’ arrival report and see to all guest’s requests and needs according to MOHG established services by guest categories standards.
  • Familiar with room amenities, layout of categories of rooms, room rate structure, facilities and services available in the hotel.
  • Promote and up sell a higher category of room and hotel food and beverage outlets.
  • Provide recommendation for wine and dine, entertainment, tourist attractions, concierge services and information.
  • Identify Japanese guests for meet and greet from the arrival and departure reports and ensure meet and greet takes place.
  • Handling cashiering duties.
  • Train colleagues on new work processes, understanding of policies and procedures.
  • Ensure sufficient human and physical resources to achieve successful results.
  • Monitor major Japanese group movement and coordinate with the various departments.
  • Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
  • Attend scheduled meetings.
  • Well-versed with Mandarin Oriental Hotel Group goals and information.
  • Perform any other duties as assigned by Superior.
  • Attends to Japanese guests with regards to general inquires, translation, request and complaints.
  • Extensively collect and gather all feedbacks from Japanese guests.
  • Assist in Japanese VIP check in.
  • Assist in major Japanese group movements.
  • Respond to hotel’s paging when urgent matters arise pertaining to Japanese guests.
  • Brief and share Japanese guests’ feedback on their stays and highlights any special attention that is required toward Japanese guests’ preferences and requests during daily briefing.
  • Distribute arrival list with room numbers assigned to Room services for fruits and special amenities.
  • Conduct courtesy calls to in-house Japanese guests. Extensively look out for opportunity to offer other services.
  • Check every registration cards for accuracy, legibility and completeness of information such as wake up call and departure transportation arrangement. Follow up on discrepancies.
  • Coordinate with Guest Services Manager, Housekeeping, Concierge, Guest Services Executive (Club), lost and found laundry and transfer, etc for arriving guest.
  • Supervise and conduct on the job training to all new Guest Services Assistants.
  • Check housekeeping room status report again Fidelio system to ensure no discrepancy.
  • Check the Japanese group room allocation, and other special request for groups.
  • Supervise room and rate changes, advise housekeeping and cashier when guests have to be moved.
  • Assign room for the next day arrival, including groups
  • Handle room reservations after the Reservations office is closed and any other department which needs assistant
  • Assist in checking in and escorting of VIP guests to rooms
  • Perform date input of all in-house groups
  • Prepare next day’s group arrivals
  • Organise report filing monthly
  • Monitor all side duties
  • Attend monthly brainstorming session