Guest & Owner Experience Consultant (Year Round)

Job Title: Guest & Owner Experience Consultant

Location: Hirafu
Reports To: Managing Director
Employment Type: Full-time - Year round

Position Overview:

We are seeking a dynamic and organised individual to support guest service team in all back office responsibilities and ensure that our guests and property owners are given the best service. This role is key to delivering excellent service and supporting overall occupancy and revenue goals.

Key Responsibilities:

• Lead all aspects of the guest experience, ensuring consistent delivery of high-quality service in support of the front of house team.
• Manage owner experiences, ensuring special attention to detail and requests.
• Act as the primary point of contact for guests handling - feedback, reviews , special requests, and complaints with professionalism and urgency.
  
• Collaborate with front office, marketing and third party vendors to ensure good communication of all guest experience.
• Manage all internal guests communications and guest touch points including in room marketing collateral eg. Digital concierge etc.
• Develop guest pre arrival and in resort information resources to ensure most efficient and easy to use.
• Develop staff information resources and tools that can be used day to day and in training.
• Monitor guest satisfaction metrics (e.g., online reviews weekly, seasonal surveys, comment cards etc. and implement improvement strategies.
• Develop guest service products and services
• Ensure all guest services, specials etc. are consistently communicated to front of house staff.
• Develop and implement personalised guest programs (e.g. welcome amenities, loyalty and guest recognition).
• Stay informed on market trends and guest expectations to continually improve the guest journey.
• Maintain detailed records of guest preferences and feedback for future visits ie. CRM
• Assist in developing and executing guest service policies, procedures, and SOPs.

Qualifications:

• Experience in hotel operations preferred
• Previous supervisory or leadership experience preferred
• Experience with hotel management systems
• IT system competence preferred
• Excellent communication, problem-solving, and organisational skills
• Strong attention to detail and a passion for providing outstanding customer service
• High level of spoken and written English

Working Conditions:

• Must be able to work flexible hours, including weekends, holidays, and evenings in peak seasons
• Flexible working hours in off-peak and shoulder periods

Remuneration:

• Competitive monthly salary subject to experience
• Medical and social welfare
• Performance bonus
• Participation in Niseko Portfolio Incentive and lifestyle benefit Program
• 2 months free accommodation (shared staff house)
• Annual package review
• Visa sponsorship if required and subject to eligibility