Job Description
Location: Niseko, Japan
Dates: November 2026 – April 2027 (exact dates TBC) - Seasonal, Full-time
Salary: From ¥1900 per hour
Reports to: Rides Guest Services Manager
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:
Our Rides Guest Services team is key to giving our guests an epic experience – listening to each customer’s needs and goals and using deep product knowledge to recommend the best on-snow lesson or guiding experience.
As Guest Services Supervisor, you’ll own the day-of operation. This is a hands-on leadership role focused on running the live guest services shift each day – leading the team on the floor, keeping the line-up moving, and being the point of contact when things need a quick, confident decision. You set the standard, support and coach the team through the day, and hold the shift together from first line-up to last guest.
Key Responsibilities and Duties:
Day-of operations & shift leadership
- Own and run the daily Guest Services operation – lead the shift, set the pace, and make sure every task is completed to a high standard.
- Act as the on-the-day point of contact for the GS team, making confident decisions in the moment as situations arise.
- Collaborate closely with the operations team to deliver a smooth daily line-up, ensuring every lesson begins on time and as expected.
- Address and resolve escalated guest enquiries, concerns and complaints promptly and professionally, in line with our complaint management guidelines.
- Approve refunds and other resolutions within agreed authority, escalating to a manager only where needed.
Team leadership & support
- Supervise, support and coach the GS Assistants through the day, stepping in where needed and lifting the standard of every guest interaction.
- Provide in-the-moment guidance and feedback, and help onboard and upskill team members across the season.
Customer service excellence
- Personally handle the most complex or sensitive guest interactions with the highest level of professionalism and courtesy.
- Support the GS Assistants with lesson enquiries received via email, phone, our booking system and in person at our booths in Rhythm Hirafu and Setsu.
- Maintain deep, up-to-date knowledge of our products and services and ensure all booking processes are completed accurately.
Coordination & communication
- Work closely with other Rides teams and the wider Rhythm departments to deliver a cohesive guest experience.
- Be the communication bridge between the GS team and management – surface issues early and drive them to resolution.
What you need to succeed:
- Previous team leadership or supervisory experience, ideally in guest services, snowsports or hospitality.
- The ability to lead a team and hold a busy operation together under pressure, with sound judgement for in-the-moment decisions.
- Strong verbal and written communication skills, and a natural, upselling-friendly approach to customer service.
- A solid understanding of skiing and snowboarding progression, so you can confidently coordinate the best experiences for our guests.
- Excellent collaboration and attention to detail, alongside proficiency with Google Workspace.
- A calm, solution-oriented mindset when resolving guest feedback and complaints.
- Good knowledge of the local Niseko area is a bonus.
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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