Guest Services Supervisor

Job Description 

Position Title: Guest Services Supervisor 

Location: Niseko, Furano and Hakuba, Japan

Reports to: Guest Services Manager (in each location)
Contract Term: Exact dates TBC - October/November, 2026 - April 2027
Salary: ¥2,200 per hour, starting

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.

Position Summary:

The Guest Services Supervisor leads the in-store counter and administrative Guest Service teams in our bustling rental, retail, workshop and cafe hubs based in the heart of Hirafu (Niseko), Wadano (Hakuba) or Kitanomine (Furano). This role ensures an efficient and excellent guest experience for internal and external customers. You will work closely with and support your Store Manager on all front-of-house, POS and back-of-house, administrative guest services functions.  This includes team supervision, promoting high levels of customer service, and assisting in staff training. 

Key Responsibilities and Duties:

This is a top-line overview; the full job description is available by request and during the interview process.

• Lead and support the Guest Services counter and admin teams to deliver seamless, stoke-filled in-store experiences.
• Oversee day-to-day front-of-house operations, including POS, bookings, guest accounts, and cash handling.
• Manage guest flow, handle enquiries and complaints, and ensure service excellence across all store counter spaces.
• Collaborate with Sales, Drivers, and Store teams to coordinate bookings, guest logistics, and large group arrivals.
• Create staff rosters, approve timesheets, and support training and performance feedback.
• Monitor admin dashboards (e.g., Square, EasyRent) to ensure timely account resolution and gear recovery.
• Maintain store presentation, consumable stock levels, and seasonal setup/pack-down operations.
• Uphold Rhythm’s customer service standards and help foster an epic, supportive team culture.

What you need to succeed:

Leadership and Team Management

• Proven ability to train, supervise, and motivate a diverse team.
• Strong communication skills to maintain high levels of internal communication and manage inquiries effectively.
• Capacity to monitor and evaluate team performance, providing regular feedback and resolving issues.

Customer Service Excellence

• Demonstrated experience in delivering high levels of customer service.
• Skilled in handling customer complaints and comments both proactively and reactively.
• Ability to ensure smooth POS transactions and overall positive guest experiences.

Administrative and Organizational Skills

• Competence in maintaining and updating customer records, managing outstanding accounts, and processing various payment types.
• Experience with scheduling and rostering using systems like Tanda.
• Ability to perform end-of-morning and end-of-night procedures accurately.

Computer and Systems Literacy

• Proficient in using POS systems and administration tools such as Google Drive, EasyRent and Square.
• Skilled in monitoring dashboards, reporting, and closing outstanding accounts.
• Capability to provide feedback and implement changes for system improvements

The Perks and Benefits 

As a Rhythm employee, you will be shown the same hospitality that we give our customers. We love to look after our crew and these are just a few additional benefits you will enjoy working with us: 

• The opportunity to live work and play in one of the world's snowiest ski resorts by winter, and a green outdoor haven by summer. 
• Work for one of the best companies in the industry who know what it means to have fun and truly love what we do.
• Competitive pay rates, an employee bonus program, and a subsidized lift pass in the winter.
• A variety of shift patterns to get you out exploring.
• Subsidized staff accommodation and housing assistance. 
• Team social activities, staff parties and events, team ride days, resort trips, department dinners, and much more.
• Access to other great benefits such as the Rhythm Wellness program, free ski, snowboard and bike demo, epic store discounts for you and your friends and family.
• Wellness initiatives include access to fruit, vitamins, yoga classes, and an employee assistance (EAP) program for your mental well-being.