Job Description
Guest Services Manager - Rhythm Rides
Location: Niseko
Dates: 9th November 2026 - 18th April 2027
Salary Range:
Monthly from From ¥522,095 to ¥626,514 per month
Yearly from ¥3,654,670 to ¥4,364,330
Plus performance-based incentives
Please note that the actual amount will vary depending on the actual number of working days, hours, and shift conditions.
Travel Allowance: Up to ¥150,000, reimbursed on actual flight cost
Position Type: Seasonal Salaried Fixed Term
Reports to: Niseko Operations Manager - Rhythm Rides
Direct Reports: Guest Services Supervisor, BC Guest Services Supervisor, Guest Services Assistants, BC Guest Services Assistants
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 will have forever.
The Role:
The Rides Guest Services Manager leads all in-resort guest experience for Rhythm Rides in Niseko, across snowsports and backcountry. This role owns everything that happens once a guest is on the ground - walk-ins, lesson extensions, line-up issue resolution, day-of schedule changes, and in-resort problem-solving - picking up the daily handover from Reservations and running it through to guest departure.
This role works closely with the Reservations Manager, Snowsports Operations, and Guiding to keep the guest journey seamless from pre-booking through to on-mountain delivery.
Key Responsibilities and Duties:
Leadership & Team Management
- Train and supervise the in-resort Guest Services team, including BC Guest Services.
- Lead, coach, and mentor Supervisors and Assistants, including regular performance evaluations.
- Roster and approve team hours in-resort according to daily business demand and operational budgets.
- Foster a positive, solution-driven, guest-focused culture across the team.
In-Resort Guest Experience
- Own the guest journey from the daily handover onward - managing same-day and walk-in bookings, lesson extensions, and line-up management.
- Address and resolve guest enquiries, concerns, and complaints in-resort promptly and professionally, per our complaint management guidelines.
- Match guests with the right instructor, guide, or experience in real time based on availability and guest needs.
- Ensure guest service areas across snowsports and BC are well-maintained, clean, and welcoming.
- Collaborate with Snowsports Operations to keep line-up smooth and the guest experience seamless from arrival.
Sales Maximisation
- Keep an accurate, live record of waitlist requests, and proactively work them as spots open up through cancellations, no-shows, or schedule changes.
- Maintain a clear, real-time understanding of standby and instructor/guide availability throughout the day, so the team can move fast when an opportunity comes up.
- Own morning-of lesson sales - reading the day's actual demand against the run sheet and pushing to fill any gaps before operations begin.
- Ensure the team is resourced to its maximum each day: no instructor or guide sitting idle when there's a guest who could be placed with them.
- Flag recurring patterns in waitlist demand or standby gaps back to the Reservations and Operations teams.
Backcountry Guest Services
- Lead BC Guest Services staff, ensuring the team has the depth of backcountry product and local area knowledge needed to support guests across email, phone, and in-person.
- Oversee all in-resort BC guest touchpoints, from check-in through to tour departure, working closely with the Guide Manager and Operations on guide allocation, availability, and fatigue.
- Partner with Operations to ensure a smooth handoff between guest service and rental equipment fitting.
Handover, Scheduling & Cross-Team Collaboration
- Receive the finalised daily run sheet and pre-booking handover from Reservations, reviewing it for gaps, VIPs, or special requests before the day begins.
- Own all in-day scheduling changes - reallocating instructors and guides in real time as cancellations, weather, or guest requests come up.
- Work closely with the Guide Manager and Snowsports Operations to reassign instructors and guides on the day, balancing availability, fatigue, and guest needs.
- Assist the Operations team with scheduling reallocations required on the day, and further ahead as needed, keeping them informed of in-resort demand and capacity.
- Manage the daily inbox triage handoff with Reservations - urgent, on-the-day items are tagged and passed to Guest Services for real-time action.
- Feed on-the-ground guest insights back to the Reservations Manager to improve prebooking accuracy and guest matching.
- Act as the in-resort link between Guest Services, Snowsports Operations, Guiding, and Rentals/Retail to keep service delivery coordinated.
Guest Services Excellence
- Ensure every guest interaction is handled with professionalism and courtesy.
- Implement and maintain in-resort guest service standards and procedures, evolving them as needed.
- Collect and act on in-resort guest feedback, keeping escalations to a minimum.
- Identify and encourage the elevation of the guest experience at every opportunity.
Administration & Finance
- Manage the in-resort Guest Services wage budget, monitoring hours against demand.
- Prepare regular reports on in-resort guest service performance and satisfaction for senior management.
- Maintain accurate records of in-resort transactions, walk-in bookings, and guest feedback.
What you need to succeed:
- Strong leadership and team-building skills, with experience managing a frontline team.
- A calm, solutions-focused approach to problem-solving under pressure.
- Strong organisational and time-management skills.
- Excellent guest service and complaint resolution skills.
- Solid backcountry product knowledge, or the ability to build it quickly.
- Comfortable using booking software and adapting to day-of schedule changes.
- Flexibility and the ability to adapt to a fast-paced, dynamic environment.
- A passion for the mountains and for sharing that with guests and the team.
The Perks and Benefits:
As a Rhythm employee, you’ll experience the same legendary hospitality we extend to our guests. We’re passionate about looking after our crew, and here are just a few of the perks you’ll enjoy when you join our team:
- Live, Work, and Play in Paradise: Immerse yourself in one of the world’s top mountain resorts.
- Work with a Legendary Crew: Join a team that’s passionate, fun-loving, and deeply connected to the industry.
- Subsidized Staff Accommodation: Affordable housing options and housing assistance to help you settle in.
- Epic Social Scene: From team ride days and department dinners to staff parties, events, and day trips, our social calendar is packed with opportunities to connect and unwind.
- Wellness and Lifestyle Benefits: Access the Rhythm Wellness program, enjoy free snowsports or bike demos, and take advantage of generous store discounts for you, your friends, and your family.
At Rhythm, we work hard, but we play even harder. If you know anyone who’s worked with us before, they’ll tell you this isn’t just a job- it’s an experience of a lifetime. Our fun, supportive culture is the heart of everything we do because people like you make Rhythm what it is.
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