Alpine Academy Guest Services

JOB DESCRIPTION: Alpine Academy Guest Services

Position Title: Alpine Academy Guest Services

Reports To: Evergreen Alpine Academy Operations Manager 
Department: Evergreen Alpine Academy (EAA)

Position Summary

Evergreen Alpine Academy (EAA) is located in the stunning Hakuba Valley, Nagano Prefecture, Japan—one of the world’s premier winter destinations. As an Alpine Academy Guest Services member, you will play a central role in delivering an outstanding guest experience from first contact through to follow-up. You’ll handle enquiries, bookings, payments, and coordination while working closely with our snowsports team to ensure smooth daily program operations in a dynamic, fast-paced alpine environment.

This position combines excellent customer service with operational support in a beautiful mountain setting. You’ll communicate with guests via email, phone, and in-person, help them plan memorable programs, and contribute to a motivated, high-performing team. If you thrive in a team-oriented, guest-focused role and love the energy of a busy ski resort, this could be the perfect opportunity.

Key Responsibilities

• Deliver exceptional customer service to all guests through face-to-face, phone, and written communication.
• Respond promptly and professionally to enquiries, bookings, and queries.
• Manage reservations in the booking system, schedule programs, and coordinate the snowsports team and vehicles.
• Process payments and retail EAA and EOC programs.
• Accurately assess guests’ expectations, ability levels, and needs to deliver personalized service.
• Communicate effectively with the snowsports team, instructors, and management to support seamless operations.
• Assist with complaint resolution and provide office support during emergencies.
• Contribute to a positive team environment by supporting staff motivation, workflow organization, training, and professional development.
• Perform opening and closing duties, including cash and credit card reconciliation.
• Work at our Tsugaike mountain location in a lively, team-driven atmosphere.

Daily Operations & Office Support

You will help keep operations running smoothly, including:

• Ensuring the office and desks are prepared for guest arrivals.
• Updating shared documents, records, and systems (e.g., Roomboss).
• Assisting with guest pick-ups/drop-offs within Hakuba/Nagano.
• Monitoring bookings, communicating updates to staff, and supporting day-to-day planning, logistics, and retailing.
• Checking resort lift status and assisting the snowsports team with rental returns when needed.
• Maintaining compliance with safety protocols and work-safe practices.
• Supervising end-of-day procedures, cash reconciliation, and preparation for the next day.

General maintenance tasks (such as light tidying, snow clearing around the office, restocking supplies, and basic office upkeep) form a small part of the role to ensure a professional environment. These are shared team responsibilities and not the primary focus.

Additional / Periodic Duties

Due to the seasonal nature of our operations, you may occasionally assist with tasks outside your primary responsibilities when needed. These include:

Weekly:

• Archiving paperwork and ordering supplies.
• Monitoring bookings and reporting trends to management.
• Participating in team meetings.
• Supporting staff training and development.
• Website updates as required.

Monthly:

• Assisting with scheduling and staffing adjustments.
• Handling communications from HR, payroll, and accounting.
• Creating and sending invoices.

Seasonal:

• Updating policies, manuals, and training materials.
• Contributing to staff engagement, cultural awareness programs, and performance reviews.
• Assisting with end-of-season office summarization and pack-down.

General Duties: Prepare the office and daily schedule, reply to emails/enquiries promptly, input programs, confirm bookings, send invoices, and coordinate with guests.

Prerequisites (Required)

• Legal ability to work in Japan (Work visa or Working Holiday Visa).
• Native-level English (reading, writing, speaking); strong Chinese language skills are highly valued.
• Solid typing and computer skills (Word, Excel, booking systems).
• Proven customer service experience in reservations, tourism, bookings, travel, or accommodation.
• Basic accounting/calculation skills for daily transactions.
• Japanese Driver’s License or International Driver’s License.

Favorable Qualifications / Assets

• Japanese language ability (speaking, reading, writing).
• Retail or program reservations experience.
• CASI or CSIA Level 1 (or above) certification.

Additional Notes

This role operates in a busy, fast-paced team environment during the winter season. Employees must present a tidy, groomed, and professional appearance and demonstrate enthusiasm for guest service in a mountain resort setting.

We offer a unique opportunity to live and work in one of Japan’s top ski destinations while building valuable experience in tourism and guest services.