Assistant Front Office Manager / Park Hyatt Niseko - Japanese speaking preferredHyatt Hotels Corporation

Description:

Park Hyatt Niseko Hanazono is a luxury resort surrounded by the spectacular natural beauty of Hokkaido. We are committed to creating exceptional and memorable experiences through personalized and intuitive service for every guest.

Role Description

This is a full-time, on-site role for an Assistant Front Office Manager at Park Hyatt Niseko Hanazono.

The Assistant Front Office Manager will support the Front Office Manager in leading the daily operation of the Front Office department. The role includes coordinating shifts, supporting guest services, handling guest inquiries and complaints, coaching colleagues, coordinating with other departments and maintaining operational efficiency.

The ideal candidate will be visible, proactive, detail-oriented and passionate about delivering personalized luxury service.

Key Responsibilities

• Support the day-to-day operations of the Front Office

• Coordinate assigned shifts and ensure smooth Front Desk, Guest Services, arrivals, departures, luggage and transportation operations

• Deliver warm, polished and personalized service throughout the guest journey

• Personally assist VIP, repeat, long-stay and special-occasion guests

• Handle guest complaints, requests and service recovery in a professional and timely manner

• Review guest feedback, incidents and unresolved requests and ensure appropriate follow-up

• Check room status, room readiness, VIP preparations, pre-blocking, key control, registration, payment and departure procedures

• Work closely with Housekeeping, Engineering, Concierge and other departments to resolve operational issues

• Ensure accurate briefings, handovers, logs, checklists, reports and incident records

• Lead by example and create a respectful, supportive and performance-focused working environment

• Allocate duties, monitor workload and adjust deployment throughout the shift

• Coach Team Leaders and Guest Service Officers through observation, feedback, demonstrations and follow-up

• Support onboarding, departmental training, refresher training and cross-training

• Follow credit, cash handling, billing, payment, key control and revenue-protection procedures

• Identify operational risks, unusual transactions, room discrepancies and service issues

• Support the Front Office Manager with reports, projects, SOP updates and agreed actions

• Maintain current knowledge of hotel facilities, dining, transportation, local attractions, mountain operations and seasonal offerings

• Support the Front Office response to seasonal resort demands and changing occupancy patterns

• Assume Duty Manager responsibilities when rostered

• Maintain professional grooming and conduct and comply with all hotel policies and safety requirements

Qualifications:

Qualifications

• Front Office experience in an upscale, luxury or resort hotel

• Previous experience supervising, leading or coaching colleagues

• Ability to remain calm, visible and decisive during peak periods, guest complaints and operational disruptions

• Practical knowledge of Front Office procedures, hotel systems, room status and payment controls

• Strong guest-service mindset and commitment to customer satisfaction

• Ability to coach colleagues and provide clear instructions and constructive feedback

• Excellent interpersonal, communication and problem-solving skills

• Ability to multitask and effectively prioritize responsibilities

• Commitment to guest privacy, confidentiality, safety and responsible service

• Professional working proficiency in English and Japanese is strongly preferred

Primary Location: JP-Hokkaido-Niseko

Organization: Park Hyatt Niseko

Job Level: Full-time

Job: Front Office

Req ID: NIS000696

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.