Guest Services Supervisor - Year Round - Hirafu

Niseko Portfolio is an innovative property management and holiday rental company operating a growing portfolio of accommodation in Niseko. We provide a variety of quality accommodation and hospitality services in boutique hotels, condominiums and holiday homes. We build strong relationships with our clients, ensuring that all of our customers get the best out of their holiday.

We are currently seeking a reliable and organized individual to join our team as a Guest Services Supervisor for this year round position. As a Guest Services Supervisor at Niseko Portfolio, you will work closely alongside the Guest Services Manager. The Guest Services Supervisor is an expert in their field and can be relied upon to ensure the smooth running of operations.

• Providing assistance to the complaint management team

• Providing assistance to the POS and computer system teams

• Managing any problems in the absence of of the Guest Services Manager

• Overseeing the check-in and check-out experience for all guests and ensuring that all information given is accurate

• Staff training

• Managing guest emails and gathering pre arrival information

• Communicating with guests via phone call, email, face to face and on OTA platforms

• Booking services for guests, answering guest requests and giving recommendations on activities and restaurants

• Organizing pick-up and drop-off schedules, along with grocery shopping trips

• Overseeing payments and booking-related administrative tasks with attention to detail and accuracy

• Ensuring the team gains comprehensive knowledge of Niseko Portfolio offerings, as well as local attractions, events, and services, to provide expert recommendations and advice to guests

• Strong sense of responsibility and duty

• Excellent complaint management skills

• Excellent organizational skills and ability to work under pressure

• Ability to confidently manage and motivate a team

• Proven track record of outstanding customer service

• Versatile, helpful and patient

• Previous experience in customer service, hospitality, or travel industry (5 years)

• Excellent communication and interpersonal skills, with a friendly and professional demeanor

• Strong organizational and multitasking abilities, with a high level of attention to detail

• Ability to work effectively in a fast-paced environment

• Bilingual English and Japanese. Additional languages are a bonus

• Valid International Driver's License

• Must have or be eligible for a Japanese Working Visa (Sponsorship available for the right candidate)

• Competitive salary D.O.E

• Guaranteed 40 hours per week, and 2 days off per week

• Flexible hours allowing for work / life balance

• Staff accommodation available

• Access to discounted activities and services in the Niseko area

• 50% Grand Hirafu - Hanazono Lift Pass value reimbursement upon completion of the contract and end-of-season performance review (Winter)

• Japan National Health Insurance coverage - deducted from salary

• Income tax and pension

• Japan National Health Insurance

• Staff accommodation