Reservations Supervisor - Niseko

The Reservations Supervisor is responsible in receiving, interpreting, encoding, and managing bookings from various sources to give the front of house operations team a clear understanding of how a reservation handled upon arrival. He or she coordinates manages external general and reservations inquiries and encourage materialization of bookings. Administratively, the Reservations Supervisor keeps and handles record of essential statistical reports to provide an accurate forecast for the hotel operations and management.

Responsibilities

1. Handles room reservations from all channels including, but not limited to, email, phone, hotel website, online booking platforms, travel agents, Hotel101 App, Operations, Marketing, and Corporate Office.
2. Maintains thorough knowledge of the hotel’s room products, facilities, and services, as well as other existing or upcoming properties for cross-selling opportunities.
3. Be the central information center of the existing promotions and packages.
4. Understands and applies booking policies for FITs, corporate accounts, groups, events, OTAs, and official bookings.
5. Creates, updates, and maintains accurate reservation records and ensures guest profile integrity in the Property Management System.
6. Processes and monitors pre-arrival charging of OTA and online bookings to ensure a smooth and efficient guest arrival experience.
7. Coordinates with Sales and Marketing for corporate rate and group requirements; and with Front Office for specific room requirements for allocation.
8. Supporting the Front Office team in guest communication during the pre-arrival stage.
9. Manages guest correspondence through email, phone, and other communication platforms in a timely and professional manner.
10. Maintains a good relationship with travel partners online or traditional agents.
11. Creates meaningful guest interactions by consistently adhering to company service standards and brand guidelines.
12. Keeps professional image through good grooming and demeanor.
13. Demonstrates strong working knowledge and effective use of the Property Management System.
14. Ensures confidentiality of guest information in accordance with company policies and data privacy standards.
15. Coordinates with all relevant departments to ensure smooth operational flow and guest satisfaction.
16. Maintains a professional image at all times through proper grooming, conduct, and workplace etiquette.

Requirements

Bachelor’s degree in Hospitality, Tourism, or any other related field.
Experience in a mid to large scale hotel reservation department.
Have used a Property Management System – Opera or RMS
Strong organization skills with attention to detail.
Proficiency in English and Japanese.