Hotel Front Desk Manager

Location: Hakuba

Contract term: Full time 

Work hours: Average of 40 hours per week 

THE ROLE OVERVIEW

We are seeking an experienced and enthusiastic individual to join us as a Front Desk Manager. As a front desk manager, you will be responsible for assisting guests, handling bookings, and assisting the hotel operations manager with training and overseeing other guest services staff members. The ideal candidate should have previous experience supervising a guest services team, and posses excellent communication skills in English and Japanese, and have the ability to multitask in a fast-paced environment. 
FRONT DESK MANAGER KEY RESPONSIBILITIES 
1. Guest Support & Inquiries: Respond to guest questions and requests promptly across various communication channels, ensuring a positive experience. 
2. Reservation Management: Assist with booking services, handle guest check-ins and check-outs, and ensure accuracy in guest details and payment transactions. 
3. Concierge Services & Problem Resolution: Provide local recommendations, arrange transportation, and address guest complaints or concerns to ensure satisfaction.
4. Staff Supervision & Training: Assist with creating staff schedules, delegate tasks, and train the guest service team to maintain a productive environment. 
5. Coordination & Payment Processing: Manage guest accounts, fulfill amenity requests, and process payments accurately while maintaining proper records. 

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 preferred
• 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, and are comfortable working in both languages
• 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.