Guest Relations Executive - Japanese Speaker

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Mandarin Oriental

Posted
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Job description

Duties and Responsibilities
    • Consistently achieves the service and product delivery standards with a high     degree of client care and service at all times.
    • Demonstrates a pride in workplace and a high level of commitment.
    • Supports company's philosophy and company culture through the use of Pillars and Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
    • Provides excellent service at all time to all of our guests.
    • Assists Guest courteously and efficiently.
    • Creates special conversations with guests, which identify personal preferences in order to record in each guest’s profile history.
    • Is knowledgeable of all in-house and arriving guests.
    • Liaises with the Front Desk and Executive Club on anticipated Guest check-ins, check-outs, room assignments, rooming lists and Group movements to ensure that arrival and departure experience are met.
    • Is aware of all daily events in the hotel.
    • Handles rooms’ inspection or show rooms if required.
    • Assists guests with onward reservations for Mandarin Oriental Hotel Group.
    • Ensures proper key handling procedures are adhering to at all times.
    • Communicates immediately all important details to management and colleagues.
    • Ensures that guest’s history profiles providing accurate information at all times.
    • Acts as a guide when guests ask for direction and physically assists them to their destination within the hotel.
    • Responds to all guest needs and requests.
    • Ensures and maintains a very high standard of personal hygiene, behaviour and grooming standards of colleagues.
    • Handles guest complaints and comments relating to the department tactfully to achieve maximum guest satisfaction.
    • Assists reception with check-in, check-out and escorting guests to their guest room, aiding in the efficient flow of service.
    • Ensures that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the Mandarin Oriental Hotel Group health and safety audit.
    • Promotes and Up sell the hotel’s facilities and to all guests and visitors.
      • Assist guests during check in process ensure complete guest information is obtained based on Registration Card and billing arrangement is established according to FO policies and procedures.
      • Maintain a proper record of any discrepancies and matters for follow up. Utilize additional remarks in SMS appropriately and ensure that traces are properly performed and filed.
      • To be fully conversant with Loyalty or any frequent flyer Program outline by Mandarin Oriental Hotel group.
      • Provide guest with safe deposit boxes services whenever required.
      • Assist guest during checks out process and ensure proper billing arrangements are provided.
      • Attends training conducted by the Learning and Development Department or the Department’s Manager.


Advertised: 01 Dec 2020 SE Asia Standard Time
Applications close: 26 Jan 2021 SE Asia Standard Time

Details

Job type
Full-time
Location
Jakarta, Indonesia
Department
Guest Relations
Starting in
As soon as possible
Duration of the contract
Indefinite

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