Guest Services Agent (Full Time)

This position requires native/fluent Japanese language ability, please only apply for this position if you are fluent in Japanese. MNK Niseko has a wide-ranging customer base from the Domestic Summer market to a year-round presence of international customers. The guest services team undertake all duties regarding a customer’s stay from pre-arrival, check in, in resort 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 service team operates efficiently and at a high level of service delivery. We are looking for a responsible and reliable l team member who will go the extra mile to make sure that our guest services run as efficiently and effectively as possible. Our Guest Services team will have 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 You need to be passionate about providing exceptional service and ensuring our guests have a great experience. Your service becomes our company reputation, and you have a big responsibility in looking after our guests, delighting them, and helping them have a wonderful holiday. Your role includes providing a professional, informative and friendly service, and attending to guests, staff and suppliers on the phone, by email and face to face, dealing with queries, arranging services, providing village information and local knowledge. ● Greeting all guests and suppliers when visiting/calling our resorts ● Performing guest check ins/outs for both Japanese and international guests ● Performing property checks both pre and post guest arrival ● Full knowledge of all MNK services, products, activities, and accommodations ● Recommending, booking and confirmation of MNK services, tours and activities. ● Upselling of EdVenture/Elevate, tours, products and services. ● Efficiently handling customer questions and requests on the phone and in person. ● Checking emails and promptly replying to the customers. ● Confirmation and administration of transfers and departures for customers. ● Handle complaints where possible. ● Clean and maintain the reception and common areas of the resort receptions. ● Maintain the reception email, daily checklists and administration ● Performing/Managing and organizing customer shuttle services ● Communication with Reservations and maintenance teams ● Snow clearing, safety and maintenance checks or our properties Selection Criteria ● Experience in a previous hospitality/guest services role preferred ● Face to face customer service experience essential ● Must be able to use your initiative and work well under pressure ● Applicants must show a level of maturity while still being fun to work with ● A willingness to go the extra mile to assist our guests ● Comfortable with physical work and up for a lot of snow clearing and driving! ● Must have or be able to obtain a Japanese Drivers License ● Applicants must be a Japanese native speaker and also able to communicate in English The Benefits ● 10 days annual leave (Increasing after the 1st year) ● 16 additional days off for public holidays ● Induction and training provided ● Subsidized staff accommodation available ● Company incentives and bonus programs ● Discounts on MNK and partner services and activities