About this role
Job Title: Concierge Team Leader
JOB DESCRIPTION
The Concierge Team Leader plays a key role in delivering exceptional guest experiences by leading and developing the concierge team. This position ensures personalized, high-quality service for all guests, including VIPs, while coordinating seamlessly with internal departments and local partners.
JOB OVERVIEW/RESPONSIBILITIES
Team Leadership & Training
• Lead, supervise, and motivate the concierge team to deliver world-class hospitality
• Train and mentor concierge staff to maintain service excellence
Guest Experience Management
• Arrange dining reservations, ski lessons, equipment rentals, and local activities
• Curate personalized guest experiences based on individual preferences
Local Knowledge & Information
• Stay up to date on local events, restaurants, and resort information
• Act as a local expert and trusted advisor for guests
Guest Feedback & Service Recovery
• Handle guest feedback and complaints professionally
• Ensure effective service recovery and guest satisfaction
VIP & Special Request Handling
• Assist VIP guests and manage special or sensitive requests with care and discretion
Operations & Emergency Support
• Maintain an organized and welcoming concierge desk and lobby area
• Support guests during emergencies or unexpected situations
Cross-Department Collaboration
• Coordinate closely with other departments to ensure a seamless guest experience
Training and support will be provided to help you succeed in the role.
REQUIREMENTS
【Must】
• Experience
• Experience in luxury hospitality, guest services, or concierge-related roles
• Supervisory or team-lead experience in hospitality or service environments
• Education and Qualification
• Valid working visa in Japan
• Skills
• Strong communication and interpersonal skills
• Ability to work flexible hours, including weekends and holidays, according to shift schedules.
• Strong problem-solving skills and ability to handle guest issues calmly
• Language Skills
• Business level or above in English
• Competencies
• Strong leadership and team management capability
• Ability to perform under pressure in a fast-paced environment
• High level of guest-centric mindset and service orientation
• Excellent collaboration skills across departments
• Friendly, polite, and professional attitude toward guests and colleagues
【Preferred】
• Experience
• Experience working in resort or winter tourism destinations
• Education and Qualification
• Valid Driver’s License (Japanese, international, or foreign driver’s license with an official Japanese Translation)
• Hospitality, tourism, or service-related education or certifications
• Skills
• Advanced knowledge of local attractions, dining, and activities
• Strong interest in winter tourism and resort operations
• Familiarity with hotel reservation systems and concierge service platforms
• Language Skills
• Conversational level or above in Japanese
• Competencies
• Ability to anticipate guest needs and deliver personalized experiences
• Natural mentoring ability to develop team members
Employment Terms and Condition
Contract Period & Renewal
• Contract Period: 11/2/2026 - 3/30/2027
• 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 or Rusutsu, 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: 1,500 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