Job summary
Vacation Niseko is a property management company based in the Niseko ski resort. Vacation Niseko has more than 100 properties under management and its core business to manage individually owned properties while selling short-term stays to potential guests based abroad or in Japan. The Front Desk and Guest Services Manager is charged with creating the best possible front of house team and the best customer experience in Niseko throughout our managed properties and our other customer touch points. The role involves a very strong focus on direct management of various teams to support the delivery of guest services and reception services all year round but with a strong focus in the winter.
Standard working hours
8 hours per day (60 minutes break); between 7:00-23:00; 5days a week.
Report line
Assistant General Manager
Responsibilities and duties
Full understanding and overviewing of Front Desk and Guest Service responsibilities, tasks, and day to day operations.
Provide hands on management and support for the front of house and guest service teams.
Identify problems and issues at the earliest possible moment and solve them.
Organize the workplace for smoother work activity
Handling guest complains or requests to solve any issues with guests.
Making sure that check-ins, check-outs and departure notices are properly prepared
Check data is filled by reservation team or owner liaison and request proper information if necessary.
Work alongside the Sales and Marketing Team to ensure that this department is working well with the rest of the teams and ensuring that sales opportunities are maximized. This is both during the office phase and the operational phases during the year.
The Front Desk and Guest Service Manager shall work closely with all other departments as necessary and look to improve communication and processes on a continual basis.
Manage relationship and good communication with guest services providers
Actively promote activities and guest services for the benefit of guests and to enhance their stay.
Be up to date with the latest activities and actively push last-minute deals to sell to guests
Provide guest service arrangements including restaurant reservations, activity arrangements to in-house guests to ensure meeting with guest expectations without taking financial risks.
Responsible for cash handling at the Front Desk and Guest Service operation.
Responsible for credit card transactions are handled correctly.
Collecting any unsettled balance from the guest before check out.
Upwards communication to report issues, guests’ feedback, etc.
Keep staff informed about procedure changes and updates.
Conducting follow up communication with guest after check out related to; lost & founds, unsettled balances, shipping arrangements, or damage to the property, etc.
Keep company mobile phone to be able to assist in the case of emergencies
For the safety of guests and employees, take fire prevention manager training, and conduct fire safety plans and evacuation drills as fire prevention manager for managed properties.
Understanding company’s safe driving regulations and measures. Manage vehicles uses at Front Desk operation. Manage Front Desk and Guest Service staff follow related legal requirements and company policies.
In charge of the recruitment of seasonal staff and taking a lead of recruitment of full-time staff.
Monitor performance of staff including responses to guests and service qualities, provide feedback, coaching and training as required and conduct performance reviews once a year.
Responsible fulltime and seasonal staffs’ work schedule and timesheet management. Manage number of holidays, day offs, and working hours, overtime property based on volume of work and assigned tasks. Handle fulltime and seasonal staff’s rostering and timesheet.
Oversee staff to make sure their behaviour meets the company’s standards and staff accommodation rules.
Qualifications / Requirements
● Previous hotel management in a condominium hotel or hotel setting is essential.
● Experience and knowledge of operating in a highly seasonal environment
● Native or fluent in business both English and Japanese.
● Be an excellent, flexible, inspirational and involved team player.
● Understand Vacation Niseko’s vision for customer service and be committed to its delivery.
● Well-developed written and verbal communication skills and the ability to communicate well across all levels of the organization.
● Ability to communicate effectively with a wide cross section of community stakeholders, as well as. with those within the company.
● Ability to set priorities and work to deadlines with close attention to detail.
● Must be able to receive directives and ensure they are accurately and promptly followed through in the manner specified to their conclusion.
● Always be punctual and considerate of fellow work colleagues.
● Visa status permitting full-time work in Japan. Sponsorship available for the right applicant.
● Driving license essential.
Benefits
● Commuting allowance to and from your home to work if further than 2km from work, capped at 45,000 yen per month.
● Individual Seasonal HANAZONO Grand Hirafu lift pass
● Discounts on a variety of products owned within the group: ski rentals, ski school, golf, etc.
● Paid statutory holidays after 6 months of service according to the law.
● Full set of social insurance enrolment according to the law.
● Annual performance evaluation for incentive bonus and/or potential career advancement
● Retirement plan (After 10 years of service)
● Relocation allowance (Reimburse the actual expense up to 200,000JPY from outside of Hokkaido, up to 100,000JPY within Hokkaido)
If you are interested, please don’t hesitate to send an e-mail with your resume and a cover letter at [email protected].
