Front Desk Manager & Reservations Support

Job Title: Front Desk Manager & Reservations Support

Location: Hirafu
Reports To: Guest Service Manager
Employment Type: Full-time

Position Overview:

We are seeking a dynamic and organised individual to oversee front desk operations while providing strong support to the reservations staff. The Front Desk Manager and Reservations Support ensures guests receive a warm welcome, smooth check-in/check-out experiences, and efficient reservation services. This role is key to delivering excellent service and supporting overall occupancy and revenue goals.

Key Responsibilities:

Front Desk Management:

• Oversee day-to-day operations of the front desk team, ensuring professional and friendly service
• Supervise, train, and schedule seasonal front desk staff
• Handle guest check-ins, check-outs, and resolve guest issues promptly and professionally
• Maintain front desk policies, procedures, and appearance standards
• Assist guests in the resort with any requests
• Ensure smooth communication between the front desk and other departments, including guest services, housekeeping, maintenance, and property management

Reservations Support:

• Assist in processing guest reservations via email and our booking systems when key reservations staff are not available and in the off-season
• Maintain accurate records of bookings, cancellations, and modifications
• Respond promptly to guest inquiries regarding availability, special requests, and general information

Administrative:

• Prepare daily, weekly, and monthly reports related to front desk performance

Qualifications:

• 3+ years of experience in hotel front desk operations and/or reservations
• Previous supervisory or leadership experience preferred
• Experience with hotel management systems
• Excellent communication, problem-solving, and organisational skills
• Ability to handle stressful situations with calmness and professionalism
• Strong attention to detail and a passion for providing outstanding customer service
• High level of spoken and written English

Working Conditions:

• Must be able to work flexible hours, including weekends, holidays, and evenings in peak seasons
• Flexible working hours in off-peak and shoulder periods

Remuneration:

• Monthly salary subject to experience and negotiation
• Medical and social welfare
• Performance bonus
• Participation in Niseko Portfolio Incentive Program
• 2 months free accommodation (shared staff house)
• Annual package review
• Visa sponsorship if required and subject to eligibility