Job Title: Assistant Reservations Manager
Department: Reservations
Reports to: Reservations Manager
Job Level : L3 (M1A)
Position Overview
The Assistant Reservations Manager supports the daily operations of the Reservations Department and ensures the highest level of service and efficiency in handling room reservations. This position plays a key role in maximizing room revenue, maintaining guest satisfaction, and supporting the Reservations Manager in supervising the team.
Key Responsibilities
- Assist the Reservations Manager in overseeing the day-to-day operations of the Reservations team.
- Handle individual and group reservations efficiently and accurately, ensuring that all guest requests are fulfilled.
- Monitor room inventory and rate management in coordination with the Revenue and Front Office teams.
- Supervise, train, and motivate team members to maintain excellent guest service standards.
- Ensure that all reservations are processed in compliance with hotel policies and brand standards.
- Review and analyze reservation reports to identify trends and opportunities for revenue improvement.
- Communicate effectively with other departments, including Sales, Front Office, and Housekeeping, to ensure smooth guest experiences.
- Handle guest inquiries and complaints related to reservations with professionalism and care.
- Support the Reservations Manager in preparing monthly performance reports and operational improvements.
Qualifications
- Minimum 3 years of experience in a hotel reservations or reception position, preferably within a luxury hotel environment.
- Previous experience in a supervisory or assistant manager role is an advantage.
- Strong knowledge of hotel PMS and reservation systems (e.g., Opera, SynXis, etc.).
- Excellent communication and organizational skills.
- Ability to multitask, prioritize, and lead a team effectively.
- Native-level Japanese proficiency and strong English communication skills (written and spoken).
- High attention to detail and a passion for delivering exceptional guest service.
- Flexibility to work on weekends or public holidays if required.
Preferred Skills
- Prior experience handling VIP and international guest reservations.
- Familiarity with revenue management principles and online distribution channels.
- Strong interpersonal skills and a collaborative mindset.