Our Guest Services Supervisor will be responsible for overseeing the daily operation of our Guest Service Teams.
This will include supervising our team of fifteen at our two sales location, corresponding with our agents and sorting out any issues that arise before they become problems. The GS Supervisor will train the GS team to up-sell and help to maximize resources to ensure we are meeting our targets. This is a busy and rewarding role for an experienced and organised team leader.
What you'll be doing
- Continually striving to exceed our Guest’s expectations and to create memories for guests and staff as the best mountain experience again and again.
- Ensuring GS team are following all policies and procedures Overseeing all reservations for the ski school to make sure guests are receiving the best recommendations for their holiday
- Ensuring that all correspondence with guests and agents is of the highest standard
- Ensuring that the GS team have completed all daily reports and tasks
- Responsible for daily balancing of all GS floats
- Help to train GS team to up-sell to ensure we are hitting our targets
- Managing all escalated customer complaints and decide when it is required to be passed on to the Guest Services Manager or Snowsports Manager
- Managing and processing refunds as per our Policies and Procedures
- Working closely with the Snowsports Scheduler and Guest Services Manager to ensure that we are maximizing resources; therefore, able to offer lessons to as many Niseko guests as possible
- Identifying areas for improvement in systems and processes. Assisting the Guest Services Manager to implement these strategies
- Helping Guest Services Manager to run GS training and continuing GS training throughout the season
- Holding staff meetings where necessary
Qualifications and job requirements
- Be able to obtain a valid Japanese Working Visa, or hold a degree and be eligible for a sponsored visa
- Previous experience in a leadership role
- Relevant qualifications in business administration / sales and a high level of computer literacy
- Experience in Snowsports Retail / Lessons would be highly regarded
- Ability to multi task, be organized and work well under pressure is a must
- Demonstrate our core values: professional, trustworthy and fair
- Meet our standards for our Snowsports professional/appearance policy
Wages and contract period
- Full time seasonal contract
- 5 months; 1st November to April.
- Wages from ¥1400 hr, Overtime loading 25% paid for hours over 80 per fortnight.
- End of season bonus
- Average 40 hours with 2-3 days off per week. Hours of operation are from 0800-2100, 7 days per week.
- During peak periods, more hours may be required.
