Season 26/27 - Guest Experience Ambassador Team Leader

Job Title: Guest Experience Ambassador Team Leader

JOB DESCRIPTION

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.

JOB OVERVIEW/RESPONSIBILITIES

• 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.

REQUIREMENTS

【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

Employment Terms and Condition

Contract Period & Renewal

• Contract Period: 11/3/2026 - 3/31/2027
• Contract renewal: Applicable
• Reason of Renewal:
  • Employee’s work performance and attitude.
  • Company’s business demands.

Duty, Work Location & Scope of Changes

• 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

• Private Vehicle Commuting: Not permitted
• Measures to prevent passive smoking: indoor smoking prohibited

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 Package / Benefit

• 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