The Guest Services Manager is responsible for overseeing the running and management of the Guest Services department including the Guest Services Supervisors, Guest Services Assistants and Japanese Liaison staff and managing the day-to-day operations
What you'll be doing
- Prepare the seasonal Guest Services team and Guest Services Supervisors by creating and delivering training sessions that equip the team to provide exceptional and efficient services to our guests
- Oversee all Guest Service department operations including lesson reservations, billing, receipting, and customer enquiries via email, telephone and over the counter
- Work closely with Snowsports Managers to ensure a smooth operations across all departments
- Ensure appropriate planning for all shift types according to business needs and budgeting targets
- Monitor individual performance, acknowledge achievements and conduct performance appraisals throughout the season
- Resolve service recovery issues and customer complaints referred by Guest Services team
- Management of TripAdvisor and Google Reviews
- Be responsible for creating a culture of excellence, enthusiasm and passion for snowsports
Skill Requirements
- Be able to obtain a valid Japanese Working Holiday Visa or hold a Bachelors degree to be eligible for a sponsored visa
- Team management, recruitment and training skills and experience.
- Ability to manage a high pressure environment with peak periods of service
- Ability to resolve conflicts and complaints in a professional manner in line with our core values
- Be highly organised and have an ability to multi task and effectively manage priorities.
- Office management skills and experience.
- Computer operating skills - Microsoft Office Suite (essential) and Property Management Systems (desirable).
- Fluent written and spoken English
- Customer service skills and experience.
Job Particulars
Employment Period and Hours of Work
- The Guest Services Manager contract runs from November until April. Exact contract dates will be provided at application
- Generally 5 days per week, around 40 hours per week
- Peak season may require additional days and hours of work
Pay Rate
- ¥1900 - ¥2000 per hour dependent on experience
- 25% overtime rate for hours worked above prescribed working hours for the month
Job Benefits
Lift Passes
- Your own Free Grand Hirafu season lift pass is offered.
- Opportunity to upgrade to an All Mountain season lift pass at a reduced rate.
- For those of you who do not require a lift pass, you will be offered a bonus payment of ¥20,000.
Accommodation
- Each of our accommodations is subsidised to bring you housing at an affordable price.
- Singles, twin shares (doubles for couples) and quad shares in a range of locations to suit a variety of budgets.
Discounts on HTM's services
- Discounts available on bookings made by staff at Niseko Central, Ki Niseko and Skye Niseko and also all HTM services including Kumo Restaurant, An Dining, YamaSport rentals and Ryko and Ki Spa.
Free Ski or Snowboard Lessons & Workshops
- Free ski/snowboard group lessons & workshops (availability dependent)
