ABOUT ELITE HAVENS
Elite Havens is Asia’s leader in high-end quality private rentals. With more than 300 superb properties across
10 destinations Elite Havens prides itself on offering the best bespoke service to its guests. Elite Havens
teams serve over 80,000 travelers each year offering extra ordinary experiences that last a lifetime.
More information at www.elitehavens.com
ABOUT THE ROLE
A key senior role, the Senior Operations Manager reports to the Cluster Manager Thailand & Japan. This role
oversees our villa operations team, guest services, and catering based in Kutchan, Hokkaido. This is a full time
role throughout the entire year. Working closely with the Villa Specialists and the Office Manager, this role
ensures that guests are satisfied with the end-to-end service level from inquiry to check out and the chalets
remain in good working condition.
Villa Operations
・Oversees monthly schedules
・Collaborates with marketing and operational teams to develop SOPs and ensures smooth
implementation.
・ Obtains quotations from suppliers regarding the maintenance of the villas.
・Handles communication to the villa owners.
Guest Services
・Acts as the point of escalation for all customer service issues.
・Develops quality standards for customers service and the processes needed for measurement and
continuous improvement.
・Ensures strict adherence of the teams to SOPs.
・Assist with VIP clients.
Niseko Gourmet
・Analyses the standards for customers service and the processes needed for measurement and
continuous improvement.
・Supports the operations.
・ Analyses the revenues and sales opportunities.
Leadership
・As senior manager assists the Cluster Manager Japan &Thailand to set the operations department
vision and roadmap.
・Hires, coaches and develops the team.
・Collaborates with the cross functional teams to ensure a seamless end to end customer experience
from enquiry to check out.
・Provides a successful employee experience, team culture and career paths to improve employee
retention and growth.
ABOUT YOU
・Independent, hands-on leader with demonstrated outstanding communication and decision-making
skills.
・Solid understanding of reporting and budgeting procedures.
・Prior experience in the travel and luxury industries highly desirable.
・Understanding of the upkeep of the chalets.
・Good connection in the community.
・Excellent motivational and coaching skills, demonstrated with an ability to develop leaders.
・Ability to work flexible hours.
・Fluency in English and Japanese is essential.
OFFER:
400,000 JPY per month
Starting date per January 2025
For company reference, please see our websites:
www.elitehavens.com
www.niseko-gourmet.com