Niseko Resort is a thriving international alpine destination, famous worldwide for its snow, food and jet-set clientele.

This role is an amazing opportunity to grow your skills and experience, with days off spent making the most of the resort.

Our purpose is to make an ongoing contribution to the Niseko resort, our staff, our customers and the community. We value professionalism and honesty in everything we do and everyone we work with. If you want to be part of a hardworking dynamic team in this special part of the world then we would love to hear from you.

SkyExpress is the largest supplier of airport transfer services to and from Chitose airport. The Guest Services Manager position overseas the standard of the services we provide to our guests, helping to ensure we provide the highest levels of guest services.

HTM's portfolio of brands includes Skye Niseko, Niseko Central, Ki Niseko, Experience Niseko, Kumo, An Dining, GoSnow, Ryko Spa, YamaSport, and SkyExpress.

• Lead the provision of guest services that deliver on the brand promise to guests and further enhances SkyExpress's market position and reputation while contributing to organisational profitability.
• Help to safeguard SkyExpress’s future in relation to external market changes, developments or opportunities by recommending changes or enhancements to services and operations.
• Contribute to the timely and effective resolution of referred and escalated issues to the satisfaction of all parties by providing direction, support and/or coaching to team members or directly taking ownership if required.

• Ensuring all website details are up-to-date and accurate for all areas designated as being responsible for.
• Ensure emails are answered using approved templates and info documents within our standard response times.
• Create and update guest services policies, keeping relevant staff trained and up to date

• Ensure customer satisfaction feedback channels are regularly monitored, both direct or online.
• Respond to negative feedback in a appropriate and timely fashion.
• Where possible, design and implement initiatives to mitigate recurrence of negative feedback.

Develop and promote local and international partnerships with agents who book SkyExpress services to increase sales and add value by:

• Identifying and promoting effective campaigns which will increase sales.

• Overseeing the monitoring of performance and relationship development.

• Facilitating the resolution of escalated issues where required.

• Guest Services staff are utilised efficiently in line with business requirements the whole year.
• Ensuring the effective operation of the Guest Services team by monitoring individual performance, acknowledging achievements, conducting performance appraisals and recommending improvements.

Optimise performance and return on investment from the Bookings System by:

• Maintaining own system knowledge and proficiency.

• Provide system training.

• Providing feedback on system performance and identifying and referring issues and/or reports for further development.

• Customer service skills and experience.
• Team management, recruitment and training skills and experience.
• Office management skills and experience.
• Operational system and documentation setup and operation skills.
• Ability to work in a fast paced, high stress environment at peak times.
• Ability to work accurately and professionally to deadlines and targets.
• Ability to learn and understand business and resort facilities, services and tourist information relevant to Niseko.
• Computer operating skills - Microsoft Office Suite (essential) and Property Management Systems (desirable).
• Ability to resolve conflicts and complaints in a professional manner in line with our core values.
• High levels of organisation skills, an ability to multi task and effectively manage priorities.
• Proven experience and ability to manage a high pressure environment with peak periods of service.
• Fluent written and spoken English (required), and spoken Japanese (desirable).
• International Drivers Permit or Japanese Driver License

Desirable:

• Experience of working and living in Niseko or Japan.
• Retail/Sales experience and ability to train staff to up-sell bookings.
• Ski resort experience.

Employment Period: Ongoing contract with visa sponsorship available

Contract Value: ¥4,900,000 to ¥5,500,000
(The above remuneration will be divided by 14 and paid monthly with two annual bonuses.)

Location: Niseko, Hokkaido, Japan

Working Hours: average 40 hours per week (shift times vary by season)

• Time-in-lieu system with paid overtime
• Health, social, and employment insurance
• Visa sponsorship
• Staff accommodation available
• Grand Hirafu season pass available at a discounted rate
• Free ski or snowboard lessons (availability dependent)
• Discounts on HTM services and businesses
• Access to language and work relevant training subsidy