Job Description
Job Overview As the Reservations Manager, you will lead the overall strategy, performance, and operations of the Japan Reservations team. You’ll be responsible for driving booking conversion, achieving sales targets, optimizing booking processes, enhancing team capabilities, and ensuring guest satisfaction at every touchpoint. This role requires a balance of operational execution, data-driven decision-making, and strong people leadership to align with business goals.
1. Team Leadership & Operational Excellence
- Lead and manage a hybrid reservations team (remote and on-ground).
- Set performance KPIs and conduct regular evaluations and coaching.
- Provide ongoing training and professional development opportunities.
- Manage scheduling, team structure, and daily operations to ensure consistent service delivery.
- Refine and update SOPs for improved accuracy, efficiency, and guest satisfaction.
- Monitor performance reports and translate data into actionable insights for senior leadership.
2. Reservations Management
- Oversee the full reservations journey from inquiry to booking confirmation.
- Monitor key metrics: conversion rates, response times, CSAT, audit scores, and payment collections.
- Develop and implement strategies to improve booking performance and reduce errors.
- Identify gaps and work with tech/product teams to introduce automation and system enhancements.
3. VIP, Returning Guests, and Owner Relations
- Oversee bookings for VIPs, returning guests, and property owners.
- Ensure premium experience by aligning service standards across the team.
- Collaborate with VIP, Guest Experience, and Operations to ensure seamless execution.
- Support guest retention through thoughtful touchpoints and loyalty initiatives.
4. Revenue & Booking Optimization
- Partner with Revenue and Marketing teams to align pricing, promotions, and inventory strategy.
- Maintain rate parity across platforms and resolve discrepancies.
- Lead upselling and cross-selling initiatives within the team.
- Analyze trends to identify booking opportunities and inform strategic decisions.
5. System & Process Management
- Oversee the accuracy and consistency of data in PMS and CRM platforms.
- Troubleshoot and resolve system issues in collaboration with Product/Tech teams.
- Ensure accurate tracking through dashboards and reports.
- Drive process improvements to reduce manual errors and inefficiencies.
6. Cross-Functional Collaboration
- Act as the liaison between Reservations and key teams: Guest Experience, Payments, Marketing, Revenue, and Finance.
- Ensure smooth operational handovers from reservations to on-ground teams.
- Collaborate with villa owners and partners regarding availability and guest expectations.
- Represent the Reservations team in cross-functional meetings and company-wide initiatives.
Requirements
Qualifications
- Minimum 5 years of experience in luxury hospitality or a similar industry, with 2+ years in a management or leadership role .
- Degree in Hospitality, Business, Finance, or a related field .
- Strong leadership, people management, and performance coaching skills.
- Experience with PMS, CRM, and reservation tools (e.g., RoomBoss or similar).
- Data-driven mindset with the ability to analyze and act on performance metrics.
- Excellent written and verbal communication, organizational, and problem-solving skills.
- Proactive, results-oriented, and resilient under pressure.
- Passionate about hospitality but able to balance guest satisfaction with operational needs.
- Able to manage multiple priorities in a fast-paced, remote-first environment.
Benefits
Salary package/benefits
5.0million yen ~ 6.0million yen/year value contract package
Includes:
- Very competitive salary
- Access to bonus program
- Work-related training subsidy
- Recreational allowance
- Health insurance, welfare pension insurance, unemployment insurance and worker's compensation insurance are available
- 10 days of Annual Leave per year, increasing yearly to 20 days in the 6th year
- Average of 120 days off per year (includes public holidays, excludes annual leave)
- Company trips and activities
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