Hakuba Operations Manager

Job Description

Hakuba Operations Manager - Rides

Location: Hakuba

Dates : November through to April

Salary: DOE

Travel Allowance: Up to ¥150,000, reimbursed on actual flight cost

Position Type: Seasonal Salary Fixed Term

Reports to: Rides Head of Operations

Direct Reports: Assistant Manager - Hakuba; Guest Services & Operations Assistant; Snowsports Instructors; Resort Coordinator

Department Scope : Private Lessons, Resort Tours, Guest Services and Operational Support

About us:

Rhythm is about creating epic experiences for our customers, which starts with our people. We live by our values and put people first. We take pride in creating working and living environments that foster innovation, adventure, and balance. Working at Rhythm is more than a job; it's an experience you'll carry with you forever.

The Role :

The Hakuba Location Manager is responsible for the leadership, performance and daily delivery of Rhythm Rides' winter operation in Hakuba.

The Hakuba operation delivers private ski and snowboard lessons and resort tours at Hakuba Goryu and Hakuba 47 Resort

This is a hands-on location leadership role that coordinates instructor operations, guest services, transport and daily operational support to deliver safe, efficient and exceptional guest experiences.

The Hakuba Location Manager is the primary point of accountability for the location's operational performance and the senior escalation point for significant staffing, guest, safety, resort and operational matters.

The Hakuba Location Manager is accountable for:

Safe, consistent and compliant private lesson operations

Exceptional guest experiences across private lessons and resort tours

Strong leadership, performance and development of the Hakuba team

Effective coordination between instructors, Guest Services and operational support

Financial, labour and instructor-utilisation performance

Positive relationships with Hakuba resort partners and local stakeholders

Key Responsibilities and Duties:

Location Leadership

Lead Rhythm Rides' Hakuba operation across private lessons, Guest Services and operational support.

Set clear location priorities aligned with the wider Rides strategy and business objectives.

Build a positive, accountable and collaborative culture that reflects Rhythm's values.

Act as the senior escalation point for significant staffing, guest, safety and operational matters.

Represent Hakuba in Rides leadership, planning and operational meetings.

Ensure clear ownership, communication and collaboration across the location team.

Team Leadership and Workforce

Lead, support and develop the Privates Assistant Manager, Guest Services & Operations Assistant and instructor team.

Set clear roles, daily priorities, service standards and performance expectations.

Provide regular coaching, feedback, check-ins and performance reviews.

Ensure staff onboarding, training, qualifications and performance records are completed and maintained.

Address significant performance, conduct or wellbeing matters promptly and professionally.

Monitor workload, fatigue, engagement and retention, and promote open communication and teamwork.

Plan staffing and rosters against bookings, operational needs and approved labour budgets.

Private Lesson Operations

Plan and lead the daily delivery of Hakuba private lessons and resort tours.

Review upcoming bookings, guest needs, instructor availability and operational requirements.

Oversee instructor allocation based on qualifications, experience, guest goals, language needs and availability.

Ensure instructors receive clear booking information, meeting points, guest details and operational updates.

Monitor instructor capacity, workload and utilisation and adjust allocations when demand or conditions change.

Coordinate staff briefings, departures, guest transitions, lesson follow-up and next-day planning.

Monitor on-snow delivery and ensure lessons meet Rhythm safety, service and professional standards.

Ensure lesson notes, incident reports, payroll records and operational documentation are complete and accurate.

Guest Services and Guest Experience

Lead the daily delivery of Hakuba Guest Services and ensure bookings, guest profiles and special requirements are accurate.

Ensure guests receive clear information about products, meeting points, transport, equipment and resort requirements.

Align sales and booking availability with instructor capacity and operational constraints.

Oversee guest check-in and smooth transitions between Guest Services, instructors and transport support.

Resolve guest issues promptly and support the investigation of serious or sensitive complaints.

Monitor feedback and recurring service issues and ensure improvements are implemented.

Promote a guest-first culture that balances personalisation, safety, team wellbeing and commercial performance.

Operational Management and Logistics

Coordinate Guest Services, instructor operations, transport and daily operational support across the location.

Ensure the team has the information, facilities, vehicles, equipment and resources required to operate effectively.

Oversee preseason preparation, peak-period planning and end-of-season operations.

Maintain appropriate management coverage and clear escalation arrangements.

Coordinate vehicles, guest and instructor transport, lift passes, uniforms, meeting points and other operational resources.

Ensure driver licences, authorisations, training, safe-driving records and vehicle incidents are properly managed.

Ensure facilities and workspaces are safe, organised and fit for purpose.

Work with other Rhythm teams to resolve equipment, transport, maintenance and shared-resource needs.

Safety, Compliance and Resort Requirements

Maintain overall accountability for operational safety and compliance within the Hakuba location and specifically with Hakuba Goryu & 47 Resort

Ensure operations follow Rhythm policies, resort rules, affiliation conditions and relevant industry standards.

Ensure private lessons and resort tours operate only within approved products, locations and permissions.

Lead daily operational and safety briefings and ensure instructors understand current resort conditions and requirements.

Ensure incidents, hazards and near misses are reported, investigated and followed up.

Monitor safety and compliance trends and ensure corrective actions are completed.

Escalate significant safety, compliance, legal or reputational risks to senior leadership.

Training and Development

Develop and deliver Hakuba preseason onboarding and operational training.

Ensure training covers local resort orientation, lesson procedures, guest care, safety, systems and emergency response.

Work with Rides training leadership to align instructor development with company standards and pathways.

Monitor instructor performance and development throughout the season.

Provide coaching and development opportunities and address individual or team training needs.

Develop the Privates Assistant Manager and other future leaders to support succession and location capability.

Business Performance

Monitor revenue, wages, instructor utilisation, operating expenses and location profitability.

Ensure staffing and operational decisions remain within approved budgets.

Ensure timesheets, payroll approvals and operational records are accurate and completed on time.

Identify opportunities to improve booking conversion, capacity, efficiency and utilisation.

Use guest feedback, staff feedback and business results to improve workflows and service delivery.

Balance guest experience, staff wellbeing, safety and commercial performance in decision-making.

Program Development and Collaboration

Support the review and development of Hakuba private lesson and resort-tour products.

Provide operational input int