【NEST AT THE TREES】Front Desk & Concierge Manager

Duty: The Front Desk & Concierge Manager is responsible for creating a seamless, enjoyable experience for the guest during their stay. They are to lead the provision of a suite of guest services that: - delivers on the brand promise to guests; - further enhances NATT market position and reputation; and - contributes to organizational profitability and reputation; by overseeing the implementation, communication and monitoring of departmental operating plans, agreed budgets, systems, policies, procedures and service standards for the Front Office Team, including Front Desk, Concierge, Housekeeping and Drivers. Job Description: Front Desk - Greet all guests that walk through the doors of NATT with a warm welcome - Perform guest check-ins in a thorough, efficient manner. - Verify guest bookings, collect all necessary information and ensure that guest data is complete - Inform customers about payment methods and process payments accurately - Ensure close communication with housekeeping staff to ensure that all rooms are clean, tidy and full-furnished prior to guest arrival - Perform and ensure that all necessary room checks have been done such that the rooms are in perfect condition for the guest to check in - Assign guests to their room, and show them to their room if required - Resolve service recovery issues and customer complaints by investigating issues and negotiating/creating a satisfactory solution which may require authorization of refunds, discounts or gifts. - Direct all guest issues (Housekeeping, Maintenance, and Concierge) to the appropriate department or team member by accurately identifying the problem and its level of urgency. - Handle guest check-outs and proactively seek feedback about their stay Concierge - Readily provide guests with information about our hotel, rooms, amenities, facilities, restaurant, third party services and Niseko recommendations. - Ensure smooth handover to Reservations team for all booking and arrangement of third party services (transport, rentals, activities etc.) for guests made during guest’s stay. - Handle all Blackwood Grill, external restaurant and local transport booking and arrangements for guests as requested during their stay - Increase NATT revenue derived from third party commissions by actively promoting and selling these services, products and activities and facilitating bookings done via NATT - Direct all incoming calls to the appropriate department or team member by responding in a professional and courteous manner Team management - Work closely with Reservations to stay up to date on booking inquiries and booking confirmations. - Prepare the seasonal Front Office team and new full-time staff by preparing and delivering training sessions that provide a comprehensive understanding of the skills and knowledge required to deliver the standard of guest support. - Ensure smooth handover across all shifts by communicating and reviewing operating reports (departures, arrivals, transfers etc.). Operations - Ensure proper and thorough adherence to NATT’s CMS process by maintaining own system knowledge and proficiency; system training; providing feedback on system performance and identifying and referring issues and/or reports for further development - Maintain updated, accurate records of bookings and payment - Ensure all cash handling, money exchanges and monetary transactions are carried out accurately and securely by overseeing the accurate completion of procedures. - Ensure the lobby and front desk area is clean and neat at all times. - Ensure the fireplace is lit during operational hours in the winter season. Remuneration: - Start at 275,000 JPY, based on experience. Benefits include: - Newly built subsidized accommodation - Transport allowance provided - Shared Grand Hirafu / All mountain lift passes If you are interested in the above position, please send your CV with your recent head shot to nestatthetrees@nestatnest.com or call us at +81-136-55-6688. Looking forward to hearing from you!