Resort Coordinator [Hakuba]

Job Description 

Resort Coordinator - Rhythm Rides

Location: Hakuba

Dates: November through to April

Wages: TBC

Reports to: Hakuba Location Manager - Rhythm Rides

Direct Reports: None

Functional Support: Resort Relations Manager - Rhythm Rides; Guest Services Leadership

Position Type: Seasonal full-time, cross-functional support role

Language Requirement: Professional fluency in Japanese and English

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 Resort Coordinator - Hakuba is the local bilingual representative for Rhythm Rides and provides resort liaison, Guest Services, administration and practical operational support to the Hakuba team.

The role maintains day-to-day contact with Hakuba resort stakeholders, gathers and communicates local resort information, and supports the Hakuba Location Manager with Japanese-English communication. The Resort Relations Manager provides national guidance on resort relationships, approvals and compliance administration and supports escalation of complex or sensitive matters.

Senior leadership retains authority for decisions about how Rhythm Rides operates at each resort, including products, policies and procedures. This role communicates resort requirements and approved Rides procedures locally; it does not independently set operating policy or make commitments on behalf of the business.

Because the Hakuba team is small, the Coordinator also provides rostered cross-functional coverage across Guest Services and daily operations, including days off and peak periods. The Hakuba Location Manager remains accountable for daily operations, local team compliance, employee performance and significant guest or operational decisions.

The Resort Coordinator - Hakuba is accountable for:

• Professional local representation and communication with Hakuba resort stakeholders
• Accurate communication of resort requirements and approved operational updates
• Clear Japanese-English translation and interpretation
• Reliable Guest Services and operational coverage across the seven-day operation
• Professional local onboarding and initial accident or injury support
• Accurate local administration and accounts records
• Prompt escalation of complex resort, compliance, guest or reputational concerns
  
  

Key Responsibilities and Duties:

Local Resort Representation and Compliance Support

• Act as Rhythm Rides' local representative and day-to-day contact for Hakuba resort partners.
• Attend resort meetings and in-person discussions when required and represent Rhythm Rides professionally.
• Maintain regular communication with resort contacts, gather relevant information and keep the Hakuba Location Manager informed.
• Seek guidance from the Resort Relations Manager on relationship issues, approval requirements and sensitive communication.
• Escalate complex, sensitive or high-risk resort matters to the Hakuba Location Manager and Resort Relations Manager for national review and, where required, senior leadership direction.
• Maintain accessible local copies of current resort requirements and approved Rides procedures provided through the Resort Relations and leadership teams.
• Communicate changes to resort rules and requirements, and communicate approved updates to Rides operating procedures once direction has been confirmed.
• Gather local information or documents required for approvals, registrations and compliance records.
• Report suspected non-compliance to the Hakuba Location Manager; formal employee follow-up does not sit with this role.

Bilingual Communication

• Act as a liaison between Japanese-speaking and English-speaking team members, resort contacts and local stakeholders.
• Translate routine documents, emails and operational communication between Japanese and English.
• Provide Japanese-English interpretation during meetings, calls and conversations, supporting accurate communication and mutual understanding of relevant cultural context and business etiquette.
• Confirm decisions, actions and responsibilities are understood and maintain clear bilingual records when required.

Guest Services and Day-of Lesson Support

• Provide rostered Guest Services coverage during days off, peak periods and operational gaps.
• Respond to routine lesson enquiries and maintain accurate booking, guest and special-requirement information.
• Support guest check-in, meeting points, transport information and the daily lesson line-up.
• Complete routine booking updates and resolve guest issues within approved procedures and authority.
• Escalate complaints, refunds, sensitive concerns and decisions outside the role's authority to the appropriate manager.

Operational and Incident Support

• Provide practical operational support as required, including guest and instructor transport, vehicle allocation and readiness, lift-ticket distribution, meeting points and other daily logistics.
• Provide current Japanese-language lift, weather, transport and resort-operation information when access is limited by language or accessibility.
• Communicate with Hakuba resort ski patrol to request assistance for on-mountain injuries or accidents in line with local protocols.
• Support initial communication during serious guest or staff accidents or injuries and connect the team with appropriate medical or interpretation services.
• Support initial vehicle-accident reporting and communication with police, local authorities, vehicle providers or insurers as directed by the Hakuba Location Manager.
• Record key details and provide interpretation during the initial response, then hand ongoing incident management to the Location Manager and relevant support teams.
• This role does not provide medical advice, investigate incidents or make operational safety decisions.

Local People and Culture Support

• Support bilingual seasonal onboarding and approved local settlement requirements under the direction of People and Culture and location management.
• Assist with town-office registration, bank-account opening, onboarding materials and approved expat support where required.
• Provide initial bilingual support following a work-related injury, then hand ongoing injury management and employee support to People and Culture and the relevant manager.

Local Administration and Accounts Support

• Provide general administrative support to the Hakuba Location Manager and local leadership team.
• Maintain local records, correspondence, contact information and operational documentation.
• Support meetings, travel, deliveries, seasonal preparation and other administrative requirements as needed.
• Manage petty cash and operational credit-card administration, maintaining accurate receipts and reconciliation records.
• Submit records within required timelines and escalate missing information or discrepancies to the Hakuba Location Manager and Finance.

Collaboration and Role Boundaries

• Senior leadership owns decisions about how Rhythm Rides operates at each resort, including operating models, products, company policy and procedures.
• The Hakuba Location Manager owns daily operations, local team compliance, employee performance, resource allocation and significant guest decisions.
• The Resort Relations Manager leads national resort relationships, approval coordination and compliance administration, and ensures senior leadership receives the information required to make informed decisions.
• This role supports the Resort Relations function locally through day-to-day resort contact, information gathering and communication of approved requirements and decisions.
• The Privates Assistant Manager supports instructor operations and leads lesson operations during delegated manager cover.
• Guest Services leadership owns Guest Services procedures, sales standards and systems; this role provides local day-to-day delivery and coverage.
• People and Culture owns onboarding systems, employee relations and formal injury-management processes. Finance owns accounting standards and financial controls.
• This role does not formally supervise Guest Services staff, allocate instructors, approve significant refunds, manage employee performance, set policy or independently resolve serious compliance matters.
  
  

Key Measures of Success:

• Positive and professional relationships with Hakuba resort contacts and local stakeholders
• Important resort information and approved operational updates communicated accurately and on time
• Clear Japanese-English communication and effective meeting support
• Reliable Guest Services coverage and smooth lesson delivery across the seven-day operation
• Guests and instructors supported effectively through daily line-up, transport and operational needs
• Initial accident or injury support delivered professionally and handed over appropriately
• Accurate local administration, petty-cash and operational credit-card records
• Prompt escalation of complex, sensitive or high-risk matters
• Strong collaboration with the Hakuba Location Manager, Resort Relations Manager, Guest Services, People and Culture and Finance
  
  

What you need to succeed:

Qualifications and Experience

• Professional fluency in written and spoken Japanese and English.
• Experience in guest services, administration, stakeholder support, tourism, hospitality or resort operations.
• Experience translating documents and interpreting business, guest or operational conversations.
• Strong understanding of Japanese business etiquette and professional communication.
• Experience using booking, customer-service or administrative systems is preferred.
• Experience supporting employee onboarding, local administration or accounts processes is preferred.
• Knowledge of Hakuba resorts, the local area and relevant service providers is preferred.
• Valid Japanese or recognised international driver licence required; snow-driving experience is preferred.

Skills and Attributes

• Clear, respectful and confident communication across cultures.
• Strong guest-service, relationship-building and stakeholder-support skills.
• High attention to detail in bookings, translation, records and financial administration.
• Strong organisation, prioritisation and follow-through.
• Ability to remain calm and professional during complaints, injuries or sensitive situations.
• Good judgement about when to respond locally and when to escalate.
• Flexible, team-focused and willing to support different functions during peak periods and days off.
• Discreet, reliable and committed to protecting Rhythm Rides' guest experience, relationships and reputation.
  
  

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.
• Subsidised 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.