Front Desk Team Leader - Niseko

Location: Niseko Portfolio Main Office, Kabayama

Employment Type: Full-time (Seishain)

Start Date: To be confirmed

Probation Period: 3 months

Status: Non-management

Compensation & Benefits

Monthly Salary: Subject to experience

Benefits Include:performance-based

• Full social insurance and medical coverage (in line with Japanese labor law)

• Annual performance based bonus

• Annual staff trip (subject to company performance)

• Lifestyle Benefit Program

Working Hours

• 40 hours per week

• Flexible, shift-based schedule in line with operational requirements.

• Seasonal variations apply (peak winter operations vs. off-season structure).

Role Overview

The Guest & Owner Experience Consultant is a non-management role focused primarily on back-office guest services, owner support, and experience development.

This position plays a key role in enhancing the overall guest journey, strengthening owner engagement, and supporting revenue generation through guest services (GS) initiatives. The role will also contribute to marketing and digital experience tools to improve service delivery and operational efficiency.

Key Responsibilities

Front Office Operations

• Oversee daily front desk operations including check-in, check-out and guest services

• Ensure all guest interactions are handled professionally, efficiently, and in line with brand standards

• Manage daily task allocation, shift planning, and team coordination

• Monitor and maintain front desk presentation and operational readiness

Team Leadership & Training

• Supervise and support front desk and other staff including seasonal team members

• Training of staff to ensure consistent service delivery

• Conduct regular performance check ins and provide ongoing feedback

• Foster a positive team environment and maintain strong team morale

Guest & Owner Experience

• Act as the primary escalation point for guest and owner issues or complaints

• Resolve concerns promptly and professionally, ensuring high satisfaction outcomes

• Proactively identify opportunities to enhance guest experience and service offerings

• Ensure clear communication of services, facilities, and operational limitations where applicable

Service Delivery & Coordination

• Coordinate with housekeeping, maintenance, and concierge/transport teams to ensure seamless operations

• Support concierge services including transport scheduling, activity bookings, and guest requests

• Ensure all guest requests are tracked and followed through to completion

Systems & Administration

• Oversee accurate use of PMS, booking systems, and internal communication tools

• Ensure all guest information, payments, and records are correctly processed and maintained

• Assist with reporting including occupancy, guest feedback, and operational performance

Compliance & Standards

• Ensure adherence to company policies, procedures, and Japanese regulatory requirements

• Maintain high standards of confidentiality, data protection, and financial handling

• Support implementation of SOPs and continuous improvement initiatives

Candidate Profile

Skills & Experience:

• Experience in hospitality, guest services, concierge, or property management preferred

• Strong organizational and communication skills

• Experience with CRM systems and digital tools is advantageous

• Interest in technology, AI tools, and process improvement is highly desirable

• Some Japanese language preferred.

Personal Attributes:

• Professional, proactive, and solutions-oriented

• Strong attention to detail and service mindset

• Ability to work independently and collaboratively

• Adaptable to seasonal operational demands