Guest Services Supervisor

Guest Services Supervisor

Join One of Japan's Leading International Ski Schools

Evergreen International Ski School is seeking experienced, service-driven Guest Services Supervisors to join our team for the upcoming winter season in Hakuba.

This role is ideal for hospitality, reservations, tourism, and guest service professionals who enjoy supporting others, leading by example, and helping teams deliver exceptional guest experiences in a dynamic alpine environment.

Guest Services Supervisors play a critical role in supporting both our guests and our team members. Working closely with the Guest Services Manager, Supervisors help ensure smooth daily operations, consistent service standards, and a positive working environment across multiple resort locations.

Why Evergreen?

For more than two decades, Evergreen International Ski School has welcomed guests from around the world to Hakuba Valley.

We pride ourselves on delivering exceptional guest experiences through teamwork, professionalism, and a supportive workplace culture.

As a Guest Services Supervisor, you will have the opportunity to further develop your leadership, operational, and guest service skills while working within one of Japan's most established international ski schools.

The Role

Guest Services Supervisors are experienced operational team members who provide day-to-day leadership and support to our Guest Services teams.

While remaining actively involved in guest-facing operations, Supervisors assist with staff training, daily coordination, problem-solving, and service delivery. They act as the first point of escalation for more complex guest enquiries and operational issues, while maintaining close communication with the Guest Services Manager.

This is a hands-on leadership role rather than a purely administrative position. Successful Supervisors are visible, approachable, and willing to support both guests and colleagues wherever needed.

No two days are exactly the same. One moment you may be assisting with a complex reservation request, the next coaching a team member through a challenging guest interaction, coordinating office coverage, or helping resolve an operational issue during a busy holiday period.

Key Responsibilities

Guest Service & Operations

• Deliver exceptional guest service across face-to-face, phone, and email interactions
• Process lesson bookings and reservation changes accurately and efficiently
• Handle complex guest enquiries, complaints, and service recovery situations
• Ensure consistent service standards across all Guest Services locations
• Support daily operational requirements across Happo, Tsugaike, Cortina, and Iwatake

Leadership & Team Support

• Provide day-to-day leadership and support to Guest Services Team Members
• Assist with onboarding, training, and development of new staff
• Coach and mentor team members throughout the season
• Act as the first escalation point for operational and guest service issues
• Recognise situations requiring management involvement and escalate appropriately
• Lead by example through professionalism, accountability, and positive communication

Office & Operational Coordination

• Complete opening and closing procedures for Evergreen office locations
• Ensure offices remain operationally ready, organised, and professionally presented
• Assist with daily staffing coordination and coverage planning
• Manage scheduling and roster coordination for Tsugaike and Cortina operations
• Provide operational support to team members working independently in satellite offices
• Assist with cash handling, reporting, and administrative processes
• Support collaboration between Guest Services and other operational departments

Team Structure

Supervisors typically oversee small teams of approximately 3–5 Guest Services Team Members and work closely with the Guest Services Manager to ensure smooth daily operations.

The role includes responsibility for supporting staff across multiple office locations, including providing guidance to team members working independently within our satellite offices.

The position requires strong communication, sound judgement, and the ability to balance guest expectations, staff support, and operational priorities.

Locations

Coverage is required across several Evergreen locations:

• Happo (Main Office)
• Tsugaike (Hub Office)
• Cortina (Satellite Office)
• Iwatake (Satellite Office)

Supervisors will be assigned to either Happo or Tsugaike as their primary location.

Happo-based Supervisors should expect to support Day Shift operations, Private or Group Lesson Desk coverage, and Late Shift operations, as well as assisting with scheduling at the Happo main office and Iwatake coverage.

Tsugaike-based Supervisors will oversee daily operations within Tsugaike and provide scheduling, coordination, and support for Cortina operations.

Flexibility regarding work locations, responsibilities, and operational priorities is essential.

Candidate Profile

We are looking for people who are:

• Experienced in high intensity hospitality, guest services, reservations, tourism, or similar service environments
• Comfortable leading small teams and supporting staff development
• Confident making decisions while remaining collaborative and approachable
• Highly organised with strong attention to detail
• Calm and professional when managing challenging situations
• Strong communicators who can build positive relationships with both guests and colleagues
• Adaptable and comfortable working in fast-paced environments
• Reliable, accountable, and committed during peak holiday periods
• Positive, resilient, and solution-focused

Experience

Highly desirable experience includes:

• Guest services or front office operations
• Hospitality or tourism leadership roles
• Reservations management
• Staff supervision or team leadership
• Staff training and onboarding
• Shift coordination or scheduling responsibilities
• Ski resort or seasonal operations experience

Formal management experience is not essential; however, applicants should be able to demonstrate previous responsibility for leading, mentoring, training, or supporting team members within a professional environment.

What Helps People Succeed in This Role

Successful Supervisors understand that great leadership is built on service, communication, and support.

They enjoy helping others succeed, remain calm under pressure, and are comfortable making decisions while knowing when to seek guidance. They take ownership of problems, focus on practical solutions, and help create a positive environment for both guests and colleagues.

Most importantly, successful Supervisors recognise that their role extends beyond solving problems—they help build a team culture where people feel supported, trusted, and motivated to deliver exceptional experiences every day.

Benefits & Perks

• Competitive seasonal salary based on experience
• Subsidised staff housing
• Lift pass for one primary resort where Evergreen operates
• Leadership and operational development opportunities
• Full training and ongoing support
• A supportive international team environment
• The opportunity to live and work in one of Japan's premier winter destinations

How to Apply

Please apply online and provide:

• Your CV / Résumé
• A cover letter outlining your leadership, hospitality, guest service, or operational experience
• Your availability for the winter season
• Any previous experience supervising, training, scheduling, or leading teams

We look forward to hearing from candidates who are passionate about guest service, team development, and creating memorable experiences for our guests in Hakuba.

Holding an International Driving Permit is advantageous.

Confidentiality & Diversity 
Applications at Evergreen Outdoor Center are treated with strict confidentiality. We use  professional HR-Software which only grants access to your applications to HR, the Recruiting Manager and the interviewers. 
It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion.