Front Desk Team Leader - Niseko
Niseko Portfolio
Niseko Portfolio is a premier hospitality company based in Hokkaido, Japan, managing a handpicked collection of luxury chalets, boutique lodges, and private accommodations in two of the most popular ski resorts in Japan - Niseko and Rusutsu.
Front Desk Team Leader - Niseko, is a hands-on, operational role responsible for delivering to a high standard for guests across the Niseko portfolio. This role is primarily front-of-house focused, with responsibility for guest services, concierge delivery, and on-the-ground coordination.
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
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
Monthly Salary: Competitive, based on experience
Start Date: To be confirmed
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
