Guest & Owner Experience Consultant
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 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.
Guest Services (GS) Development & Revenue
- Develop and enhance guest service products and offerings aligned with target market expectations
- Drive revenue through effective promotion and upselling of GS products
- Identify new service opportunities to improve guest experience and commercial performance
Vendor & Partner Management
- Establish and manage relationships with third-party vendors and service providers
- Negotiate and coordinate service delivery standards, pricing, and availability
- Ensure consistent quality and reliability across all GS offerings
Owner & Concierge Services
- Manage owner-related GS bookings and concierge requests
- Act as a key liaison to ensure owner expectations are met and exceeded
- Support tailored guest and owner experiences through curated service delivery
Customer Relationship Management (CRM)
- Maintain and optimise CRM systems and guest data
- Support targeted communication strategies to drive repeat business and engagement
- Track guest preferences and behaviour to enhance personalisation
Guest Communication & Digital Experience
- Develop and improve guest communication tools (pre-arrival, in-stay, post-stay)
- Manage and update digital concierge platforms and content
- Ensure accuracy, consistency, and usability of guest-facing information
Guest Experience Innovation
- Develop and manage guest benefit programs to enhance value proposition
- Support the development of AI-driven tools and internal knowledge databases
- Identify efficiencies through technology and automation
Reputation & Review Management
- Monitor and respond to guest reviews across multiple platforms
- Manage guest communications in a professional and timely manner
- Identify trends and provide feedback to improve service delivery
Operational Support
- Provide support to front office and guest services teams during peak periods
- Assist with coordination across departments to ensure seamless guest experience
Skills & Experience:
- Experience in hospitality, guest services, concierge, or property management preferred
- Strong organisational and communication skills
- Experience with CRM systems and digital tools is advantageous
- Interest in technology, AI tools, and process improvement is highly desirable
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
Compensation & Benefits
Monthly Salary: Subject to 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
