MnK Niseko Company Introduction
MnK Niseko is an integrated real estate, property management, and hospitality company that has been providing services in Niseko, Hokkaido since 2010. Our customers visit us from all parts of Japan and all over the world. Our team of professionals is diverse and committed to serving their needs in a professional and friendly manner.
MnK Niseko’s offices are located 5 minutes from one of the best ski resorts in the world. We are surrounded by farms, mountains, and nature. We actively encourage personal development and self-improvement via our benefits program, regular performance discussions, and attention to each individual's needs.
A key part of our company culture is regular, cross-department communication and contribution across all of MnK Niseko's functions. We help each other. That could mean driving a guest to the mountain, helping to clear snow, or participating in a brainstorming session.
Bilingual Guest Services Agent
Guest Services
Bilingual English and Japanese. Chinese skill highly regarded.
The Guest Services team is the customer-facing department at MnK, providing personalized assistance to our valued guests and owners in all seasons to ensure they have the best holiday imaginable. We provide assistance with accommodation, local area information, tours and activities, and a range of in-house services from EdVenture Kids Camps, Elevate Ski School, Food & Beverage, and more.
MnK has a wide-ranging customer base from the Domestic Summer market to a year-round presence of international customers. The guest services team undertakes all duties regarding a customer’s stay from pre-arrival, check-in, resort services, and post-departure. Individual tasks can include pre-arrival correspondence, handling in-resort queries, additional guest service bookings, maintaining and conducting property checks, and coordinating the day-to-day operations. In peak season our resorts have become very popular, with a range of customers from a wide-ranging demographic. It is key to our business that the customer service team operates efficiently and at a high level of service delivery. We are looking for a responsible and reliable l team member who will go the extra mile to make sure that our guest services run as efficiently and effectively as possible. Our Guest Services team will have the biggest impact on the customer experience. By hiring passionate, outgoing, and approachable people, we are ensuring that our guests really do stay as a guest and return as a friend.
Key Responsibilities
- Greeting all guests and suppliers when visiting/calling our resorts
- Performing guest check ins/outs for both Japanese and international guests
- Performing property checks both pre and post guest stay.
- Full knowledge of all MnK services, products, activities, and accommodations
- Recommending, booking and confirmation of MnK services, tours and activities.
- Upselling of EdVenture/Elevate, tours, products and services.
- Efficiently handling customer questions and requests on the phone and in person.
- Checking emails and promptly replying to the customers.
- Confirmation and administration of transfers and departures for customers.
- Handle complaints where possible.
- Clean and maintain the reception and common areas of the resort receptions.
- Maintain the reception email, daily checklists and administration
- Performing/Managing and organizing customer shuttle services
- Communication with Reservations and maintenance teams
- Snow clearing, safety and maintenance checks or our properties
Key Qualities
- You need to be passionate about providing exceptional service and ensuring our guests have a great experience. Your service becomes our company reputation, and you have a big responsibility in looking after our guests, delighting them, and helping them have a wonderful holiday. Your role includes providing a professional, informative and friendly service, and attending to guests, staff and suppliers on the phone, by email and face to face, dealing with queries, arranging services, providing village information and local knowledge.
- Face to face customer service experience preferred
- Intermediate level of computer skills and able to navigate google drive, email and other software.
- Must have or be able to obtain a Japanese Drivers License or International Drivers Permit (IDP)
- English and Japanese Language Skill
- Valid working visa (work sponsored visa can be discussed on application)
Working Hours
40 hours per week
Remuneration
Starting at ¥230,000-250,000 per month depending on experience and/or language ability
The Benefits
- 10 days of paid leave and public holidays.
- Social insurance benefits included.
- Company personal improvement allowance
- 50-100% rebate on language lessons.
- Yearly company trip and regular seasonal events.
- Bi-annual bonuses.
- Discounts on MNK and partner services and activities
- Subsidized staff accommodation available
Employment Period
1-year contract with a possibility of extension
Probationary Period
1-3 months
How To Apply
If you are interested in the above position, please email your CV and Cover Letter to
hr@mnkniseko.com.
Please complete our application form by clicking on the button below.
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