Guest Service Manager

Guest Service Manager

STEP INTO THE EXCEPTIONAL

MUWA NISEKO is a ski-in, ski-out wellness getaway located in the heart of Grand Hirafu, Hokkaido.

Our commitment lies in delivering outstanding stays and memorable experiences for both guests and team members alike. Central to our pursuit of excellence is our dedicated team, and thus, we are in search of dependable and skilled hospitality professionals.

As the Guest Experience Manager, you will play a pivotal role in ensuring the utmost satisfaction of our guests by fostering strong connections. Your responsibilities will encompass guest interaction, supervision of operational standards, ensuring exceptional customer service delivery, review monitoring, and the formulation of enhancement strategies

Responsibilities:

• Ensure and provide a professional upscale guest service experience. Create a positive first impression for guests and owners.
• Create, train and maintain Customer Service Policy and ensure compliance.
• Monitor guest feedback and reviews across various platforms and develop strategies to address concerns and enhance guest experience. Maintain detailed records of guest feedback and issues.
• Prepare and analyze guest satisfaction reports, identifying trends and areas for improvement.
• Provide immediate assistance to guests including unit owner as requested.
• Coordinate and manage communication between all departments impacting the guest’s and unit owner’s experience. Distribute VIP and other important events, visits to related teams.
• Creation and Management of VOC.
• Oversee Owner Relations, owner stay experience and provide regular updates and communication.
• Provide exceptional owner customer service, through various methods of engagement and personal interactions. 

Qualifications and Education Requirements

• Bi-lingual: Japanese and English
• Passionate about delivering luxury service
• 3+ years in customer service management and improvement in hotel setting
• Development and training experience is desirable.
• Excellent IT, Microsoft Package Skills
• Experience in Opera is desirable
• Experience in Customer Service planning/training and VOC management from a 5-star hotel or higher
• Able to understand, support and collaborate with on-site operations to ensure Customer Service Standards.
• Experience in Opera is desirable

Employment Status: Pernament ( First Year as Contract Employee then promotion to Pernament status)