Niseko Central - Guest Services Manager: ¥4.6-5.0m

Niseko Central

Niseko Central - Guest Services Manager: ¥4.6-5.0m

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HTM is the leading supplier of premier and luxury accommodation in Niseko-Hirafu Alpine Resort, Hokkaido, Japan. Niseko is the fastest growing international alpine resort with most international guests coming from Australia, Hong Kong, Singapore and other parts of Asia, along with Europe and North America. We combine hard work with great fun to give our staff a unique experience and lifestyle, unlike anywhere else in the world.

Niseko Central is the largest portfolio of holiday accommodation in Niseko with condominium and resort homes all located in Hirafu Village.

Responsible for assisting the Hotel Manager maximising the operational efficiency of Niseko Central operations and the delivery on the brand promise to Guests and Owners through the management, resourcing and continued improvement of all aspects of holiday guest operations and activities.

The Role

Divisional Operations and Management

  • Oversee the development, review, implementation, communication and monitoring of departmental operating plans, agreed budgets, key performance indicators, systems, policies, procedures and service standards for the Guest Services Team, including the Tour Desk, Guest Host, and Shuttle Drivers.
  • Recommend changes or enhancements to services and operations and/or identify opportunities to develop strategic alliances or service partnerships.
  • Providing direction, support and/or coaching to team members or directly taking ownership if required of any escalated issues.

Service Provider Relationship Management

  • Identifying service gaps or opportunities.
  • Evaluating potential partners and providers for value and fit.
  • Scoping agreements.
  • Supporting the team to implement agreements and services.
  • Overseeing the monitoring of performance and relationship development.
  • Facilitating the resolution of escalated issues where required.

Reservations Systems performance

  • Maintaining own system knowledge and proficiency.
  • System training.
  • Providing feedback on system performance and identifying and referring issues and/or reports for further development.
  • Ensuring Tour Desk items are accurate and updates within CMS Tour Desk.

Team Management

  • Plan for shifts by reviewing reports and emails, and assigning task to staff.
  • Duty Manager when assigned.
  • Update operating policies and procedures as necessary.
  • Train staff and seasonal staff to meet operational needs.
  • Monitor the team's performance, acknowledging achievement, recommending improvement and disciplining where necessary.
  • Update operation logs, handovers conduct team briefings and meetings.
  • Report on all major issues or occupational health and safety matters, major guest complaints/issues and significant damage or breakages.

Guest Services Sales & Bookings

  • Develop a suite of profitable guest services for Tour desk to deliver
  • Actively promoting and sell the services and products activities offered by Niseko Central.
  • Help ensure Guests are booking services early for service that have limited availability.
  • Ensure all website details are up-to-date and accurate.

Knowledge and Skill Requirements

  • Business level English, Japanese is desirable but not needed.
  • International drivers license with experience driving in the snow.
  • Skills and experience in operational planning and forecasting.
  • Superior analytical and problem solving skills that support resolution of issues and development processes and/or procedures.
  • Successful implementation of business process and service improvements that deliver enhanced services and organisational profitability.
  • Demonstrated ability to lead and optimise the performance of individuals and teams through the effective communication of objectives and expectations, provision of effective feedback, discipline and recognition and coaching for enhanced performance.
  • Superior relationship management skills to develop new, and maintain existing, owner, supplier and tenant relationships and ensure delivery of services in accordance with contracts.
  • Cash handling skills for the accurately processing of cash float as required.
  • IT knowledge.
  • Tertiary qualifications or commensurate relevant industry experience in hospitality and/or management.

Employment Package Details

Employment Period: Ongoing full time year round

Contract Value: ¥4,600,000 - ¥5,000,000
(The above remuneration will be divided by 14 and paid monthly with two annual bonuses.)

Location: Niseko, Hokkaido, Japan

Working Hours:

  • Average 40 hours per week (shift times vary by season)
  • 120 days off per year
  • Sick leave: 5 days
  • Annual paid leave: 10days (after 6 months of employment)


  • Time-in-lieu system with paid overtime
  • Health, social, and employment insurance
  • Visa sponsorship
  • Staff accommodation available
  • Grand Hirafu season pass available at a discounted rate
  • Free ski or snowboard lessons (availability dependent)
  • Discounts on HTM services and businesses
  • Access to language and work relevant training subsidy
Apply Now

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