Guest Services

Resort Guest Services Manager

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.

Resort Guest Services Manager

Guest Services

Business level Japanese and high level English language skill (Bilingual Japanese/English)

MnK Niseko has a wide-ranging customer base from the Domestic Summer market to a year-round presence of international customers. The guest relations team undertake all duties regarding a customer’s stay from pre-arrival, check-in, in-resorts services and after 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 relations team operates efficiently and at a high level of service delivery. We are looking for a responsible and reliable team member with leadership skills who will go the extra mile to make sure that our guest services run as efficiently and effectively as possible. Our Resort Guest Services Managers will lead a team that has 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

  • Assign and delegate tasks to the Front Desk/Reception and Resort Services team
  • Maintain the daily flow of tasks & checklists
  • Build rapport and trusting relationships with our guests and owners
  • Checking guests in/out in both Japanese and English
  • Actively support the promotion and selling of MnK guest services
  • Problem-solving and dealing with guest complaints and issues as they arise
  • Coordinating and performing accommodation checks before guests arrive and after the guest departs
  • Being an expert on all things Niseko and MnK related and providing guests with local information and recommendations
  • Leading by example by being punctual, completing tasks as per policy and procedures
  • Updating processes and procedures in conjunction with the Operations  Manager
  • Taking the lead on guest complaints and reporting to Operations Manager and senior management  
  • Innovation - Bring your ideas for improvement for both guest experience and policy and procedures
  • Assisting with training and coaching for full-time, seasonal and interns team
  • Ensure all team members follow procedures and policy, monitor and provide feedback and coaching
  • Increase guest services sales -Summer/Winter Activities and Tours, Lift passes, Ski Rental, Transfers etc

Key Qualities

  • Experience in a previous hospitality/guest services leadership role preferred
  • Face to face customer service experience essential
  • Must be able to use your initiative and work well under pressure
  • A willingness to go the extra mile to assist your team, guests, and owners.
  • Must have or be able to obtain a Japanese Driver's License
  • Applicants must be a Japanese native speaker and also able to communicate in English

Working Hours

40 hours per week, 5 days per week

Remuneration

Starting at ¥260,000-300,000 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 full time, with possibility of extension

Probationary Period

1 month

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.
Apply Now
JS Bin ; ;