Concierge

Location: Hotel La Neige, Hakuba
Contract term: Seasonal / Full time
Period: Winter Season
Work hours: Average of 40 hours per week

THE ROLE OVERVIEW

The Concierge is responsible for providing a warm, professional, and efficient service to all guests throughout their stay. Working closely with the Front Office and other hotel departments, the Concierge ensures that guests receive seamless assistance with luggage, ski equipment, transportation, local information, and general enquiries.

The role requires a proactive, guest-focused approach, with a strong emphasis on attention to detail, communication, and teamwork.

CONCIERGE DUTIES

1. Guest Services

• Welcome and assist guests upon arrival and throughout their stay.
• Respond to guest enquiries in a friendly, professional, and timely manner.
• Provide information and recommendations regarding the hotel, local area, restaurants, activities, transportation, and attractions.
• Anticipate guest needs and proactively offer assistance wherever possible.
• Handle guest requests and follow up to ensure a high level of satisfaction.
  
  

2. Luggage Services

• Deliver luggage to guest rooms promptly and carefully upon arrival.
• Assist with luggage collection and transportation upon departure.
• Ensure all luggage is handled securely and with care.
• Maintain an organised luggage storage area and accurate identification of guest belongings.
  
  

3. Ski Valet & Equipment Services

• Welcome guests and assist with the storage and organisation of ski and snowboard equipment.
• Deliver and collect skis, snowboards, boots, and other equipment as required.
• Ensure guest equipment is stored safely and kept organised.
• Assist guests with preparing their equipment for skiing and returning equipment at the end of the day.
• Maintain a clean, safe, and organised ski valet area.
• Liaise with ski rental companies and other suppliers when required.
  
  

4. Front Office Support

• Provide assistance to the Reception team during busy periods.
• Support check-in and check-out operations where required.
• Assist with guest arrivals, departures, room orientation, and general hotel information.
• Support the Front Office team with administrative and operational tasks.
• Communicate guest requests and important information effectively between departments.
  
  

5. Hotel Operations

• Work closely with Reception, Housekeeping, Food & Beverage, and other departments to ensure a seamless guest experience.
• Assist with transportation and vehicle arrangements, including taxis and transfers.
• Maintain excellent communication with colleagues regarding guest preferences, requests, and special requirements.
• Assist with general hotel duties as required to support the smooth operation of the property.
• Maintain a high standard of personal presentation and professionalism at all times.
• Follow all hotel policies, procedures, and health and safety requirements.

WHAT YOU NEED

• Legal right to live and work in Japan (typically via a Working Holiday Visa)
• Previous experience in hospitality, guest services, reception, or concierge preferred
• Ability to work independently with minimal supervision
• Strong communication skills and a professional telephone manner
• Excellent attention to detail and organizational skills
• Basic computer skills and experience using hotel management systems is an advantage
• Ability to perform light physical duties including cleaning and carrying luggages
• Valid driver's licence preferred
• English fluency and Japanese fluency preferred
• Flexibility to work overnight shifts, weekends, and public holidays
• Ability to commit to the full Winter Season period or available for a year-round position
  

WHAT WE WOULD LIKE YOU TO BE LIKE

• Friendly, approachable, and genuinely passionate about guest service.
• Professional, reliable, and well presented.
• Proactive and able to anticipate guest needs.
• Comfortable working in a fast-paced hotel environment.
• A strong team player with excellent communication skills.
• Physically fit and comfortable with the manual handling of luggage and ski equipment.
• Organised, attentive to detail, and able to manage multiple tasks simultaneously.
• Flexible and willing to assist other departments when required.
• Knowledgeable about the local area and winter activities, or willing to learn.
• Previous hotel, concierge, reception, or guest-service experience is preferred.
  
  

WHAT WE CAN DO FOR YOU

• Competitive hourly rate
• Subsidized shared accommodation
• Discounts at all HHG restaurants and bars
• Potential for longer-term or returning opportunities

CONCIERGE SHIFTS

Staff are required to work approximately 40 hours per week. Guest Service Stations operate between the hours of 7am - 10pm daily, which necessitates organizing shifts within these hours. Shift options include morning and afternoon/evening shifts. 

ACCOMMODATION

HHG provides staff accommodation in central Hakuba (mainly in Happo Village, Wadano, and Kamishiro). Options include shared, dormitory, or private rooms depending on your role.

VENUES

• Hotel La Neige