Guest Services Supervisor

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  "active_status": "active"
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  "language": "en",
  "location": {
    "raw": "Hakuba, Nagano, 399-9301, Japan",
    "city": "Hakuba",
    "region": "Nagano",
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{
  "list_job": {
    "id": "22",
    "isRemote": null,
    "location": {
      "city": "Hakuba",
      "state": "Nagano"
    },
    "atsLocation": {
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    "departmentId": "18427",
    "locationType": "0",
    "jobOpeningName": "Guest Services Supervisor",
    "departmentLabel": "Evergreen International Ski School",
    "employmentStatusLabel": "Seasonal"
  },
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  "detail_job_opening": {
    "location": {
      "city": "Hakuba",
      "state": "Nagano",
      "postalCode": "399-9301",
      "addressCountry": "Japan"
    },
    "datePosted": "2024-01-09",
    "atsLocation": {
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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14px\"><span style=\"color: #383f44\">Are you passionate about leading and developing a team, providing great customer service and making an impact in the snow industry?</span></span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14px\"><span style=\"color: #383f44\">Come and join us for a season in the breathtaking Japanese Alps!</span></span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>POSITION SUMMARY:</strong></span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"> Supervise and support the Guest Services team to learn and perform to the best of their abilities. Ensure day to day operations of the team are completed in a timely, efficient and cohesive manner. Provide an exceptionally high level of customer service to all guests via all avenues. Retail and schedule group and private lessons while working in a fast paced, busy, team environment. </span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>POSITION DUTIES &amp; RESPONSIBILITIES</strong></span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Provide an exceptionally high level of customer service to all guests via face to face, written and phone communication</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Resolving complaint escalation </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Retailing ski and snowboard group and private lessons to guests</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Creating reservations and scheduling of ski and snowboard lessons for guests </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Responding to all guest enquiries and queries in a timely and friendly manner including email, phone and face to face</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Managing the daily motivation and focus of the team </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Organize workflow and ensure that staff understand their duties or delegated tasks</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Monitor employee productivity and provide constructive feedback and coaching</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Ensuring all tasks of the day are completed by the team in a timely and cohesive manner</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Supporting the team to perform to the best of their ability</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Induction training of staff at the beginning of the season </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Continuing the education of staff and assisting them to develop professionally throughout the season </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Opening and closing duties of the office</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">End of day cash and credit card reconciliation </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Working at either our Happo One or Tsugaike mountain location, in a busy, fast paced, team environment </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>ADDITIONAL DUTIES:</strong></span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Due to the many variables that affect business operations, occasionally, employees may be asked to perform other duties or assist in efforts outside their primary area of responsibility, when deemed necessary. This may include performing in any subordinate position</span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>SUPERVISORY DUTIES:</strong></span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">This is a management position, and the applicant will be responsible for assisting Guest Services, Ski School and base control staff in successful completion of duties. Applicant must have the ability to foster a positive and constructive work culture that enables employees to perform with autonomy, creativity and accountability, as directed by company policy. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 15px\"><strong><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\">GENERAL DUTIES:</span></strong></span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>Daily:</strong></span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Ensure tasks and duties are performed in compliance with accepted work-safe practices, procedures, and legislated health and safety standards of Japan </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Be proficient in base communication and safety response protocols/procedures</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Verify status of any work-related accidents immediately, and ensure proper documentation protocols are in place and completed in a timely manner</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Advise Guest Services Manager, immediately if a staffing issue may cause interruption of service </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Work to continually note improvable areas of operational aspects; communication, recruitment, training, performance reviews, record keeping, safety practices, staff accommodations, Etc.</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Opening and set up of the Guest Services Office and Reception Area</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Ensuring staff and each desk are set up ready for guest arrival </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Communicate any updates/messages to staff</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Work to expedite guest arrival and booking experience</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Retail daycare, ski and snowboard lessons</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Assist staff with performing day to day duties and retailing lessons, including problem solving and complaint resolution</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Ensuring guests are directed to line up in a timely and clear manner </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Assist Guest Services Manager in day to day planning, bookkeeping, scheduling, and worker relations</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Maintain and update online/shared documents/Roomboss</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Enter data and keep accurate records. </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Ensure employees have full knowledge of safety protocols, regarding the handling of hazardous materials, and guidelines dictated by the Manufacturer</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Organize and maintain a system to ensure a clean and efficient work area </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Be available to assist in after-hours crisis situations, should one arise</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Monitoring lunch and ride breaks</span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Supervising end of day closing procedures, including office pack down, tidying, cash reconciliations and set up for the following day </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Supervising bathroom checks throughout the day and creating a roster to evenly spread bathroom cleaning </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Monitoring restock of kerosene </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Present a tidy and groomed appearance at all time</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>Weekly:</strong> </span></p>\n<p><br></p>\n<ul>\n<li> Ensure all necessary paper work is complete and correctly archived</li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Ordering of stock and cleaning supplies as required </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Ensure office areas remain clean and tidy</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Monitor snow removal around the office when necessary and request assistance as needed</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Participating in weekly meetings with both the Guest Services Team and Guest Services Manager to ensure consistent communication </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Monitoring staff training and development</span></span></li>\n</ul>\n<p><br></p>\n<p><strong><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\">Monthly:</span></strong></p>\n<p><br></p>\n<ul>\n<li> Assist Guest Services Manager with scheduling and staff allotment to match business levels</li>\n<li><span style=\"font-size: 15px\"><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\">Monitor communications from HR, Payroll, and accounting. Distribute as directed</span></span></li>\n<li><span style=\"font-size: 15px\"><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\">Provide coaching and professional development of the staff throughout the season</span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"> </span><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><strong>Seasonal:</strong></span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Provide and schedule induction training to staff at the beginning of season, covering a diverse range of topics such as products, software, daily running procedures and safety protocols </span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Work to improve the onboarding process and training for all new, and returning employees. Ensure that all staff have full knowledge of, operations and improvements to the company, changes to company policies, and their roles as ambassadors in the local community. Implement the creation of disciplinary processes and the resulting consequences. Create visual systems to remind workers to make good decisions</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Work to update staff policies, procedures, staff engagement events, recognition programs, and benefit systems </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Work to update &amp; implement a cultural awareness program to be included with employee education actions.</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Assist Guest Services Manager</span><span style=\"color: black\"> to implement mid-season performance reviews for staff. Encouraging workers to find ways to excel at the duties they have been hired to perform, and make accepted goals for the second part of the season. This is a positive experience, and should give workers tangible ways to maintain or improve performance. </span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\"><span style=\"color: black\">Assist in end of season ‘summarization’ of the office and office pack downs</span></span></li>\n<li><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif; font-size: 15px\">Work to update necessary manuals, Occupational Health &amp; Safety information, and distribution/ trainings</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\"><strong><span>Sponsored Visas may be an option for the right candidate </span></strong></span></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\">If you have any questions about this position, please feel free to get in touch with us!</span></p>\n<p><br></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: 'Source Sans Pro', arial, verdana, sans-serif\"><em><span style=\"font-family: inherit\">Confidentiality &amp; Diversity</span> <br>Applications at Evergreen Outdoor Center are treated with strict confidentiality. We use  professional HR-Software which only grants access to your applications to HR, the Recruiting Manager and the interviewers.</em><span style=\"color: #404040; font-family: Lato, sans-serif; font-size: 15px\"> <br></span><em>It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion.</em><span style=\"color: #000000; font-family: 'Source Sans Pro', Verdana, Arial, Helvetica, sans-serif; font-size: 14px\"> </span></span></p>",
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    "departmentId": "18427",
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    "jobOpeningName": "Guest Services Supervisor",
    "departmentLabel": "Evergreen International Ski School",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://evergreenoutdoorcenter.bamboohr.com/careers/22",
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