Guest Services Manager

Niseko, Hokkaido
Seasonal Employment
Seasonal Employment

>>>Winter 2024/2025 Seasonal Position

GUEST SERVICES MANAGER

Are you passionate about people? Do have a can-do attitude? Want to be a part of a great team? Then the SkiJapan.com Guest Services Team is perfect for you!

We are seeking friendly, charming, efficient and smiley Fromt Desks Manager to work within our Guest Services Team in Niseko. You must have exceptional customer service skills with passion for dealing with people.

Working in line with the Guests Services Manager you will establish high levels of service across the Guest Services division and direct the daily operations of the service desks of SkiJapan.  You will maintain an excellent presentation of the working areas and teams and ensure a professional, informative and friendly service is provided to our guests, so they are made to feel special by the SJ team and have a trouble-free experience. 

POSITION

Guest Services Manager

KEY RESPONSIBILITIES

  • The leadership and supervision of the Front Desk Teams, including Night Operations, Resort Representatives and Guest Services Administration staff
  • Work closely with the Guest Services team to ensure a high level of service is delivered to guests
  • Respond and deal with guest complaints as they arise
  • Training, guidance, and development of the Front Desk teams
  • Monitoring staff performance and ensure high levels of team moral, communications and support
  • Working and supporting the Front Desk teams on the front line wherever possible by meeting/greeting guests, oganizing guest check ins/check outs, answering telephones, email and in house guest inquiries, booking tours/taxi's and activities and providing guests with key local information & assistance.
  • Ensure departmental procedures are kept up to date, understood, explained, trained, followed and monitored for task and information sharing accuracy
  • Prepare monthly rosters for the Guest Services team along with maintaining time sheets and monthly hours calculations
  • Ensure work areas are well presented and proper uniform and service standards are always followed
  • Helping out with additional tasks when required

PREFERRED EXPERIENCE/ TRAINING

  • Previous management experience 
  • Personal customer service experience (Face to Face)
  • Travel/tourism experience
  • Cash/Credit Card Processing/ Handling
  • Office/Administration experience
  • Reservations experience
  • Previous Front Desk/Guest Services/Concierge experience
  • Previous driving experience (snow driving experience not required as training is provided)


PERSONAL ATTRIBUTES REQUIRED

  • Energetic, confident, can-do attitude
  • Exceptional guest experience skills
  • Genuine passion for assisting people
  • Excellent computer skills
  • Mature, flexible approach with the ability to adapt to any situation
  • Reliable, very organised and well presented
  • Ability to work long hours and multi task
  • Stress tolerance for hectic business times, ability to display patience and tact
  • Show initiative, with the ability to think on your feet

REQUIREMENTS:

  • English is a MUST
  • Japanese/Chinese/English bilingual applicants are preferred, but not necessary.
  • International Drivers Permit essential

VISA REQUIREMENTS:

  • Must have or be eligible for a Working Holiday Visa 

SKI/ SNOWBOARD ABILITY:

No previous ski/snowboard ability is required, however some experience is preferred.

REMUNERATION PACKAGE

  • Hourly rates will be discussed at interview dependent on your experience
  • Staff accommodation available
  • Grand Hirafu/Hanazono Lift pass using SJ corporate discount (refundable upon completion of contract and with a clean disciplinary record)

 

EMPLOYMENT DATES:

November 2024 - March 2025

As with any seasonal work, hours and dates of work are snow and customer dependent. Please understand that you are required to be flexible with work dates and hours.

Start date and end date can be discussed at interview. We can be flexible.

 

WORKING HOURS:

Full time, 5 x days per week

You will be contracted to work an average of 40 hours per week throughout the winter, though this will be higher in peak season (late-Dec to mid-Feb) and lower during quiet times.


JOB CODE: 1500