Guest Service Supervisor

Location: Hakuba Contract term: Full time Period: Immediate start Work hours: Average of 40 hours per week THE ROLE OVERVIEW We are seeking an experienced and enthusiastic individual to join our year-round team as a Guest Services Supervisor. As a guest services supervisor, you will be responsible for assisting guests, handling bookings for various amenities and services, and assisting the manager with training and overseeing other guest services staff members. The ideal candidate should have previous experience working on a guest services team, and possess excellent communication skills in English and Japanese, strong attention to detail, and the ability to multitask in a fast-paced environment, ensuring a seamless and enjoyable experience for our guests. GUEST SERVICE SUPERVISOR DUTIES Customer Inquiries: Respond to guest questions, requests, and inquiries promptly and courteously, both in person and various communication channels. Reservation Management: Assist guests in booking various services and amenities, including lift tickets, equipment rentals, spa appointments, dining reservations, and other resort-related activities. Check-in and Check-out: Provide efficient and friendly check-in and check-out processes, ensuring accuracy in guest information, room assignments, and payment transactions. Offer a warm welcome and farewell to guests, providing necessary information about hotel facilities and services. Concierge Services: Offer recommendations and assistance with local attractions, transportation, dining options and other guest requests. Arrange transportation as per guest preferences. Problem Resolution: Handle guest complaints and concerns professionally and promptly, seeking resolutions to ensure guest satisfaction. Liaise with relevant departments to address any issues or requests that may arise during the guests' stay. Staff Management: Assist the hotel manager with creating rosters for guest service staff members, delegating tasks, and training staff. Team Leadership: Train, motivate, and supervise staff members, fostering a positive and productive work environment. Coordinate with other departments, such as housekeepers and restaurant staff to ensure seamless teamwork and efficient operations. Guest Account Management: Maintain accurate guest profiles and records, ensuring confidentiality and security of personal information. Update guest preferences, special requests, and loyalty program details as necessary. Amenities and Services Coordination: Facilitate guest requests for additional amenities such as extra towels, pillows, toiletries, or room service. Coordinate with housekeeping, drivers, maintenance, and other relevant departments to fulfill guest needs. Payment Processing: Process guest payments accurately and efficiently, handling different transaction methods. Maintain proper records and reconcile financial transactions at the end of each shift. WHAT YOU NEED Legal right to live and work in Japan (visa support available) Japanese or international license preferred Experience working in guest services or reception required 2+ years of experience in a supervisor or managerial position at a hotel required Excellent communication skills, both verbal and written, to effectively interact with guests from different cultural backgrounds Business level or higher Japanese ability Business level or higher English ability Exceptional problem-solving abilities to address guest concerns and provide appropriate solutions Knowledge of local attractions, activities, and services in Hakuba to offer accurate recommendations and assist with guest inquiries Attention to detail to ensure accuracy in guest reservations, billing, and other administrative tasks Proficiency in using hotel management systems and software for reservation management and guest communication Ability to multitask and prioritize responsibilities in a fast-paced environment. Flexibility to work varying shifts, including weekends and holidays, to accommodate guest needs Cultural sensitivity and respect for diverse guest backgrounds and preferences Positive attitude and the ability to work effectively as part of a team to ensure a seamless guest experience WHAT WE WOULD LIKE YOU TO BE LIKE You speak Japanese and English You are reliable and trustworthy You care about your appearance You have a great team spirit and easily connect with others You have a guest-first approach to hospitality Preferably already located in Japan WHAT WE CAN DO FOR YOU A Competitive Monthly Salary (Depending on experience) Free private staff accommodation year-round Enrollment in company social insurances Great paid leave policies Discounts at local restaurants and businesses A friendly, enjoyable work environment on a young and international team Potential for advancement GUEST SERVICE SPECIALIST SHIFTS Staff are required to work approximately 40 hours per week. All Guest Service Stations are either open to guests from 7am to 7pm, or 7am to 10pm daily which necessitates organizing shifts within these hours depending on the venue. VENUES HIRING La Neige The HAPPO