Front Desk Team Leader - Rusutsu

Location: Rusutsu (on-site operations across managed properties)
Employment Type: Full-time (Seishain)
Start Date: To be confirmed
Probation Period: 3 months
Status: Non-management

Compensation & Benefits

Monthly Salary: Competitive, based on experience

Benefits Include:

• 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

• Transport subsidy negotiable

Working Hours

• 40 hours per week

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

• Significant seasonal variation, with peak operational demand during winter months.

Role Overview

The Rusutsu Guest Experience Consultant is a hands-on, operational role responsible for delivering a high standard of guest across the Rusutsu portfolio

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

Key Responsibilities

Guest Experience & Concierge Delivery

• Provide a high level of personalised guest service from pre-arrival through departure

• Coordinate all concierge services including transport, dining, activities, and bespoke guest requests

• Anticipate guest needs and proactively enhance the overall stay experience

Front-of-House Operations

• Manage guest check-ins and check-outs in line with company standards

• Act as the primary on-site contact for guest inquiries and issue resolution

• Ensure consistent service delivery across all properties

Owner Experience

• Support owner stays and ensure expectations are met and exceeded

• Coordinate owner-specific requests and services

• Maintain strong, professional relationships with property owner

Property & Operational Coordination

• Liaise with housekeeping, maintenance, and external contractors to ensure properties are maintained to a high standard

• Conduct property inspections prior to guest arrivals

Transport & Logistics Coordination

• Coordinate guest transport schedules including resort transfers and external bookings

• Support delivery of scheduled driving services where required

• Ensure clear communication of transport availability and limitations to guests

Guest Communications & Reviews

• Manage guest communications in a timely and professional manner across all channels

• Monitor and respond to guest reviews and feedback

• Identify recurring issues and provide feedback to improve operations

Sales & Revenue Support

• Promote and upsell guest services, including activities, transport, and in-house experiences

• Support revenue generation initiatives aligned with the Rusutsu service model

Candidate Profile

Skills & Experience:

• Previous experience in hospitality, guest services, or concierge roles preferred

• Strong interpersonal and communication skills

• Ability to manage multiple tasks in a dynamic, fast-paced environment

• Full, clean driver’s license (Japan-valid) preferred or required depending on operational needs

• Fluent English required; Japanese language ability highly advantageous

Personal Attributes:

• Service-oriented with a strong attention to detail

• Proactive, flexible, and solutions-driven

• Comfortable working in a remote resort environment

• Team-oriented with the ability to work independently