Assistant Chief Concierge

Assistant Chief Concierge

Mandarin Oriental, Tokyo is looking for an Assistant Chief Concierge to join our Concierge team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Tokyo renowned for its sophisticated luxury and award- winning service, is located in the prestigious Nihonbashi district. A true culinary destination, it features a selection of worldclass dining experiences set against stunning views of the city skyline and Mt. Fuji.

About the job

Based at the Mandarin Oriental, Tokyo / within the Concierge Department in Tokyo, the Assistant Chief Concierge supports the Chief Concierge in leading the concierge team to deliver exceptional guest services and enhance the overall guest experience.

As Assistant Chief Concierge, you will be responsible for the following duties:

• Assist the Chief Concierge in the daily operations and supervision of the Concierge Desk, ensuring seamless service delivery.
• Oversee and train concierge team members, fostering a culture of excellence and adherence to Mandarin Oriental service standards.
• Handle complex guest requests, inquiries, and complaints with professionalism, efficiency, and a proactive problem-solving approach.
• Develop and maintain extensive knowledge of local attractions, dining, transportation, and other services to provide accurate and personalized recommendations.
• Coordinate and arrange a wide range of guest services, including transportation, restaurant reservations, entertainment tickets, and special requests.
• Manage the concierge desk's budget, inventory, and administrative tasks as delegated by the Chief Concierge.
• Collaborate with other hotel departments to ensure a cohesive and luxurious guest experience.
• Contribute to the development and implementation of new concierge services and initiatives.
• Maintain a high level of discretion and confidentiality regarding guest information.

As Assistant Chief Concierge, we would expect you:

• Minimum of 3-5 years of experience in a luxury hotel concierge role, with at least 1 year in a supervisory or assistant leadership capacity.
• Proven ability to lead, motivate, and develop a team of concierge professionals.
• Exceptional interpersonal and communication skills, both written and verbal, with fluency in English and Japanese. Proficiency in additional languages is a significant advantage.
• Extensive knowledge of local area attractions, cultural events, dining, and transportation options.
• Strong organizational skills, attention to detail, and the ability to multitask effectively in a fast-paced environment.
• Proficiency in hotel management software and concierge-specific systems.
• A passion for delivering outstanding guest service and exceeding expectations.

Our commitment to you
• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• A competitive salary and benefits packages
• Social Insurance Plan – Employees Health Insurance and Employees Welfare Pension Insurance (if applicable)
• Labour Insurance Plan

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