Employment

Nest at the Trees is growing, and we're looking to expand our team!

2019/2020 Winter Seasonal - Front Desk & Concierge Staff

Job Description:

Main responsibilities include, but are not limited to the following:

  • Provide exceptional customer service 
  • Handle guest check-ins and check-outs in an efficient, professional manner
  • Handle cash and credit card transactions accurately 
  • Review guest accounts to make sure the charges are correct
  • Control and oversee room assignments
  • Assist with guest enquiries
  • Answer both in-house and external calls
  • Communicate effectively with other departments to yield smooth daily operations
  • Respond to emails from guests, partners and suppliers promptly 
  • Assist with room reservations
  • Assist with Concierge and Driver duties

Qualifications

  • Passionate about hospitality and client relations
  • Previous hospitality experience is preferred, but not mandatory
  • Professional and hardworking attitude
  • Excellent communication skills
  • Team player
  • Must be proficient in English and be able to speak a second language (Japanese or Mandarin is preferred)

Employment Period

  • 11 November 2019 - 5 April 2020 with the potential to extend, depending on availability 

Working Hours 

  • Around 40 hours per week
  • Roster will be made based on hotel occupancy, so you may be required to be flexible

Pay Rate

  • JPY1,200 per hour
  • 25% overtime rate for hours worked above prescribed working hours
  • 25% late night rate for work between 10pm and 5am

Benefits

  • We provide staff housing at an affordable price. This will be two bedroom apartments shared with other staff, but you will have your own room. 
  • There will be hotel cars provided for self-drive to work, or a scheduled pick-up. 
  • You will have access to a shared lift pass 
  • There will be potential for a full-time career at Nest at the Trees for the best performing seasonal staff

Interested in being part of our team? Send us your CV, along with a recent photo to [email protected]nest.com

Full-time Front Desk & Concierge Staff

Duty: Front Desk & Concierge staff are responsible for creating a seamless, enjoyable experience for the guest during their stay. They are to provide a suite of guest services that:

  • a.   delivers on the brand promise to guests;
  • b.   further enhances NATT market position and reputation; and
  • c.   contributes to organizational profitability and reputation;

Through the implementation 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 authorisation 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
    • 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

Qualifications

  • Passionate about hospitality and client relations
  • Previous hospitality experience is preferred, but not mandatory
  • Professional and hardworking attitude
  • Excellent communication skills
  • Team player
  • Must be proficient in English and be able to speak a second language (Japanese or Mandarin is preferred)

Interested in being part of our team? Send us your CV, along with a recent photo to [email protected]