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

Front Desk Team Leader - Niseko, is a hands-on, operational role responsible for delivering a high standard of guest across the Niseko portfolio.

This role is primarily front-of-house focused, with responsibility for guest services, concierge delivery, and on-the-ground coordination.

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