JOB SUMMARY
The Guest Service Manager is responsible for leading, training, and supervising the guest service team while working closely with all Room Division departments to ensure smooth and exceptional service delivery.
This role oversees the guest experience from arrival to departure, managing requests, coordinating with multiple departments, and handling VIP services such as car/ski valet and concierge support.
The manager also contributes to strategic planning, budgeting, and staff development, and steps into the senior management role when necessary.
Guided by MUWA Niseko's brand promise to "Step into the Exceptional" and its core values of timeless value, sophisticated comfort, and exclusive experience, the Guest Service Manager ensures every interaction reflects the resort's commitment to creating seamless, memorable, and refined guest experiences.
KEY RESPONSIBILITIES
Oversee daily guest service operations, ensuring efficient, warm, and professional service to all guests and visitors.
Lead, train, and support guest service agents and supervisors, fostering a high-performance team culture.
Coordinate and follow up on guest requests, including room issues, amenities, and special arrangements.
Work closely with hotel operation departments such as maintenance, housekeeping, ski valet, and drivers to ensure prompt service.
Manage valet and driver services, ensuring guest transport and luggage handling are handled safely and efficiently.
Handle escalated guest complaints or concerns with discretion and problem-solving professionalism.
Collaborate with the Hotel Manager on strategic planning, service improvements, and departmental KPIs.
Assist in budgeting, staffing, scheduling, and performance reviews for the guest service team.
Oversee internal training programs and ensure team adherence to company standards and procedures.
Help foster a positive team environment by promoting professionalism, cleanliness, and attention to detail.
SKILLS & QUALIFICATIONS
5 years of experience in a similar position either at 5-star hotel or full-service property, including leading a team and involvement in budgeting and reporting.
Willing and able to work flexible hours, including weekends, holidays, and late nights.Works well individually and as part of a team, with strong leadership and consistent high performance in the property industry.
Handles stressful, high-pressure situations effectively, with excellent guest service skills and problem-solving abilities.Bilingual with valid Driving License and knowledge of OPERA (PMS)
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.
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