Front Desk Team Leader - Rusutsu
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.
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.
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
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
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
- Transport subsidy negotiable
