HTM, the largest management company in Niseko, Hokkaido and Niseko Central is the largest portfolio of holiday accommodation in Niseko with over 800 beds in condominium and resort homes all located in Hirafu village - Central Niseko.

In this role, you will be the heartbeat of our daily reception operations, supporting the Front Desk team and ensuring our guests and property owners receive a world-class, friendly, and efficient experience. As a supervisor, you will lead shifts, mentor staff, manage daily financial transactions, and serve as the first point of escalation for systems, processes, and guest inquiries. If you thrive in a fast-paced environment and love problem-solving, we want to hear from you!

Team Leadership & Supervision

• Lead, plan, and supervise daily shifts, reviewing arrivals, departures, guest movements, and handovers.
• Train and mentor Front Desk staff, delivering effective training sessions to maintain high service standards.
• Monitor individual performance, acknowledge team achievements, and recommend process improvements.
• Act as the first point of contact for staff escalation regarding guest complaints or system issues.
• Complete incident and safety reporting for any major operational or guest issues.

Guest Relations & Inbound Enquiries

• Welcome and greet all walk-in visitors, property owners, and guests with a professional, courteous manner.
• Manage high-volume inquiries efficiently over the counter, via email, and over the phone.
• Coordinate with cross-functional teams (Housekeeping, Maintenance, Guest Hosts, and Transport) to quickly resolve guest requests.

Financial & Front Desk Operations

• Manage accurate cash handling, balance daily credit card/cash transactions, and process currency exchanges.
• Review guest accounts to resolve discrepancies and ensure precise billing.
• Complete daily opening and closing checklists to ensure the front desk area is immaculate and prepared.
• Manage reception inventory, restocking guest supplies, brochures, and welcome packs.

Guest Services & Sales

• Actively promote and upsell local guest services, tours, and activities.
• Accurately process and record bookings with external providers using our Property Management System (PMS/CMS).

• Minimum 2 years experience in hotel Front Office or similar role.
• Supervisory experience a plus.
• Passionate about hospitality service.
• Professional attitude.
• Team player with excellent communication skills.
• Bi-lingual in English and Japanese (Essential). Strong written and verbal communication skills in both languages are required to assist our culturally diverse clientele.

Employment Period: Ongoing full time year round

Contract Value: ¥4,900,000 to ¥5,500,000
(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: 10 days (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
• Season tickets (subject to availability) to ESCON Field for Baseball games
• Organised staff trips to Okinawa, Fukuoka, and other places including with your family members