About The Role

As a Guest Experience Ambassador Team Leader, you will oversee the Guest Experience Ambassador Team, ensuring every guest receives an exceptional and memorable experience.
This role combines hands-on guest service, team leadership, operational excellence, and a commitment to continuous service improvement and safety.

Handle guest inquiries, requests, and service recovery with professionalism
Lead and motivate the team to deliver efficient, high-quality service
Maintain calm and effective leadership during busy or high-pressure periods
Ensure smooth communication and collaboration across Front Desk, Concierge, and Guest Services
Train, coach, and mentor team members to uphold service standards
Review guest feedback and implement continuous service improvements
Promote safety and security awareness, lead emergency preparedness efforts
Support daily operations, including onsen cleaning, snow clearing, and other facility tasks
Act as a hands-on leader, setting a positive example on the floor

Training and support will be provided to help you succeed in the role.

【Must】

Experience
Proven experience leading teams in hospitality or a customer service–focused environment
Hands-on leadership experience, leading by example on the floor
Experience working efficiently in fast-paced, high-pressure environments
Experience driving vehicles safely and responsibly in a professional or daily driving context
Education and Qualification
Valid working visa in Japan
Valid Driver’s License (Japanese, international, or foreign driver’s license with an official Japanese Translation)
Ability to work flexible hours, including weekends and holidays, according to shift schedules.
Skills
Strong communication and interpersonal skills
Excellent problem-solving abilities with a proactive mindset
Highly organized, self-motivated, and adaptable
Language Skills
Business level or above in English
Competencies
Guest-focused mindset with a passion for delivering exceptional experiences, demonstrated through a friendly, polite, and professional attitude toward guests and colleagues
Team-oriented leader who motivates and supports others
Calm, confident decision-maker under pressure
Strong interest in winter tourism, resort operations, and Japanese culture

【Preferred】

Experience
Experience in resort operations, guest services, or tourism-related roles
Experience working with multicultural or international teams
Proven ability to operate vehicles punctually and reliably according to schedules
Education and Qualification
Education or training in hospitality, tourism, or service-related fields
Skills
Experience driving guest satisfaction and continuous service improvement
Language Skills
Conversational level or above in Japanese
Competencies
Passion for team development and continuous improvement
Creative and solution-oriented approach to challenges

Duty: may be changed as determined by the company
Initial Work Location: one of the company’s properties in Niseko Area, Rusutsu or Furano, Hokkaido
Scope of changes: company properties in Niseko Area, Rusutsu or Furano.
Training may be conducted at other location.
Employees may be required to work at different properties based on operational needs.
The initial assignment will be determined by the company.

Commuting & Workplace policy

Working hours, Days off & Overtime

Working hours / Shift schedule: Up to 8 hours between 06:00 to 22:00
Days off: two days off per week (based on shift schedule)
Overtime: Yes
Monthly Average Overtime Hours: 10 hours per month
36-Article Agreement (overtime): Applicable (Due to seasonal factors and a high concentration of orders from general customers, periods of increased workload are expected)

Salary: 1,700 yen / per hour ~
Subsidized Ski Pass on your location or Recreational Allowance
Social Insurance Available (Health insurance, Employee pension, Employment Insurance, Workers’ accident compensation insurance), if eligible.
Staff Accommodation Available
Company Events

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Season 26/27 - Guest Experience Ambassador Team Leader