Guest Service Agent

Location: Hakuba

Contract term: Seasonal / Full time

Period: December 2026 - March 2027

Work hours: Average of 40 hours per week

THE ROLE OVERVIEW

We are seeking enthusiastic individuals to join our Guest Service team at HHG hotels and accommodations. As Guest Experience Officer, you will provide exceptional customer service by assisting guests with inquiries, bookings, and resort services. You’ll handle lift tickets, equipment rentals, dining reservations, and other amenities while ensuring seamless guest experience. The ideal candidate should possess excellent communication skills, attention to detail, and multitasking abilities in a fast-paced environment.

GUEST SERVICE DUTIES

1. Customer Inquiries: Respond to guest questions and requests promptly through phone, email, in-person, and social media channels.
2. Reservation Management: Assist guests with bookings for lift tickets, equipment rentals, spa appointments, dining, and other resort activities.
3. Check-in and Check-out: Provide efficient, friendly service ensuring accuracy in guest information, room assignments, and payments. Welcome guests and provide hotel facility information.
4. Concierge Services: Offer recommendations for local attractions, dining, and transportation. Arrange tours, tickets, and transportation as requested.
5. Problem Resolution: Handle guest complaints professionally and promptly, liaising with relevant departments to ensure satisfaction.
6. Guest Account Management: Maintain accurate guest profiles, update preferences and loyalty program details while ensuring information confidentiality.
7. Amenities Coordination: Facilitate requests for additional amenities and coordinate with housekeeping, maintenance, and other departments.
8. Payment Processing: Process payments accurately using cash, credit cards, and other accepted methods. Maintain proper records and reconcile transactions.

WHAT YOU NEED

• Legal right to live and work in Japan (typically via a Working Holiday Visa)
• Experience working in guest services or reception preferred
• Excellent communication skills, both verbal and written
• Exceptional problem-solving abilities to address guest concerns and provide appropriate solutions
• Knowledge of local attractions, activities, and services in Hakuba
• Attention to detail to ensure accuracy in guest reservations, billing, and other administrative tasks
• Proficiency in using hotel management systems and software
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Flexibility to work varying shifts, including weekends and holidays
• Cultural sensitivity and respect for diverse guest backgrounds and preferences
• English fluency; Japanese a bonus
• Positive attitude and the ability to work effectively as part of a team to ensure a seamless guest experience
• Ability to commit until March 31, 2027

WHAT WE WOULD LIKE YOU TO BE LIKE

• You are reliable, respectful, and professional in attitude and appearance
• You enjoy working in a team and adapt easily to new environments
• You are solution-focused and calm under pressure
• You love nature, snow, and creating great guest experiences

WHAT WE CAN DO FOR YOU

• Competitive hourly rate
• Subsidized Accommodation
• Discounts at all HHG restaurants and bars
• A variety of shift patterns to allow for plenty of time on the mountain
• The opportunity to live and work and play in one of the world's snowiest ski resorts
• Potential for longer-term or returning opportunities

GUEST EXPERIENCE OFFICER SHIFTS

Staff are required to work approximately 40 hours per week. Guest Service Stations operate between the hours of 7am - 10pm daily, which necessitates organizing shifts within these hours. Shift options include morning and afternoon/evening shifts.

ACCOMMODATION

HHG provides staff accommodation in central Hakuba (mainly in Happo Village, Wadano, and Kamishiro). Options include shared, dormitory, or private rooms depending on your role.