Guest Services Team Member (English)

Guest Services Team Member

Join One of Japan's Leading International Ski Schools

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

Guest Services is at the heart of a successful ski school operation. From a guest's first enquiry and lesson booking through to assisting them during their stay in Hakuba and time on the snow, our Guest Services team helps ensure every interaction reflects the high standards Evergreen is known for.

This role is ideal for hospitality, reservations, tourism, and customer service orientated professionals who enjoy working in a dynamic alpine environment and take pride in delivering organised, detail-focused service as part of a supportive team.

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, high standards, and a supportive working environment.

Whether you're looking to develop your hospitality career or gain international experience, Evergreen offers a unique opportunity to be part of a respected and established organisation.

The Role

As the first point of contact for our guests—in person, by phone, and via email—you will represent Evergreen International Ski School with warmth, enthusiasm, and professionalism.

You will help ensure guests have a smooth and enjoyable experience from their first enquiry through to their final day on the mountain.

No two days are exactly the same. One moment you may be helping a family book their first ski lesson; the next, assisting a guest with local transport options, answering resort enquiries, or finding solutions to unexpected challenges during a busy winter day.

This role suits people who genuinely enjoy helping others, remain calm under pressure, and take pride in delivering exceptional guest service.

Key Responsibilities

Process ski and snowboard lesson bookings efficiently and accurately based on availability

Deliver exceptional guest service across face-to-face, phone, and email interactions

Handle payments and complete daily cash reconciliation

Maintain accurate booking and reservation records within our booking system (Roomboss)

Provide helpful guidance on our products, resort services, and the Hakuba area

Assist guests with enquiries, changes, special requests, and problem resolution throughout their experience with Evergreen

Support consistent and professional guest service across multiple office locations

Maintain welcoming and professional reception environments

Identify and report safety risks or operational concerns

Winter operations can be fast-paced and high-volume, particularly during peak holiday periods. We're looking for team members who enjoy the energy of a busy season, take pride in helping guests, and embrace the dynamic nature of the business.

Locations

Coverage is required across several Evergreen locations:

Happo (Main Office)

Tsugaike (Hub Office)

Cortina (Satellite Office)

Iwatake (Satellite Office)

Staff will be assigned to a primary location (Happo or Tsugaike) but should be prepared to assist at other Evergreen locations as operational requirements dictate.

Happo-based staff will participate in a rotating roster that will include both Day Shift (front desk or back office) and Late Shift coverage, as well as rotation between our Groups and Privates Desks. Staff should also expect to provide coverage at our Iwatake satellite office throughout the season.

Tsugaike-based staff should expect to provide coverage at our Cortina satellite office as part of their seasonal roster.

Flexibility regarding working hours and locations is essential to ensure excellent guest service coverage across all resorts.

Schedule & Contract Period

Priority will be given to applicants available from mid-December through mid-February, with full-season applicants particularly encouraged to apply.

Winter operating period: Mid December 2026 – Late March 2027

Contracts available across this period with staggered start and finish dates

Five-day work week (2 days off)

Standard office hours: 8:00am – 5:00pm (1-hour lunch break)

Private lesson desk coverage from 7:30am

Peak season late-shift coverage may operate between 14:00 and 22:00 hrs

Applicants should be comfortable adapting to different office locations, shift patterns, and responsibilities throughout the season.

Understanding the Season

Hakuba's busiest period runs from mid-December through mid-February, with Christmas, New Year, and Chinese/Lunar New Year periods generating exceptionally high guest volumes.

During these peak periods, our focus is on delivering exceptional service, managing high guest volumes efficiently, and ensuring every interaction reflects the high standards Evergreen is known for.

Team members should expect busy days, changing priorities, and a need to remain flexible as guest demand and operational requirements change throughout the peak season. The role requires professionalism, adaptability, and a willingness to contribute wherever needed to support both our guests and fellow team members.

During peak periods, flexibility regarding rostered hours, work locations, and operational priorities is essential. Our team works collaboratively across offices and resorts to ensure guests continue to receive the high standard of service Evergreen is known for.

Quieter periods before and after peak season generally provide greater opportunities to enjoy the mountains, explore the local area, and make the most of the winter season in Hakuba.

Candidate Profile

We are looking for people who are:

Friendly, approachable, and genuinely enjoy helping guests

Proactive, accountable, and highly organised

Strong communicators with excellent attention to detail

Comfortable working in busy environments where priorities can change quickly

Flexible and willing to support different locations and roster requirements

Reliable and committed during peak holiday periods

Resilient, positive, and solution-focused

Professional in presentation, communication, and conduct at all times

Experience

Previous experience in one or more of the following areas is highly desirable:

Hospitality

Hotels and accommodation

Guest services

Ski resorts

Front office administration

While previous ski industry and hospitality experience is welcomed, it is not required. Successful Guest Services Team Members come from a wide range of backgrounds, including hospitality, nursing, customer service, finance, and other high-performance service environments.

The most successful team members are typically highly organised, adaptable, comfortable managing multiple competing priorities, and able to remain calm and professional in fast-paced dynamic environments.

Full training will be provided on Evergreen's booking systems, procedures, and operational processes.

What Helps People Succeed in This Role

This role is best suited to people who:

Enjoy the energy of a busy and vibrant winter season

Take pride in delivering consistently high service standards

Work well within a collaborative team environment

Bring a positive, problem-solving mindset to daily challenges

Understand that peak season requires flexibility, teamwork, and commitment

Recognise that Christmas, New Year, and Lunar New Year are our busiest periods of the season and are prepared to prioritise guest service during these times

Thrive in environments where no two days are exactly the same

Understand that Guest Services has unique operational requirements compared with other departments within the ski school, including extended operating hours, late shifts, requiring additional flexibility during peak periods

Guest Services plays a critical role throughout the guest experience, from