International Reservation Team Leader｜Japanese skills a plus

Job Overview
As a Reservations Team Lead, you will oversee the reservations team, ensuring seamless booking flow and achieving target sales with minimal loss. You will oversee a team of consultants, handle high volume of guest requests, and collaborate with internal stakeholders to optimize performance. Your leadership will drive revenue growth and operational efficiency.

Key Responsibilities

1. Team Leadership & Operations

• Lead, mentor, and support the reservations team to achieve performance and service excellence.
• Monitor daily reservations, ensuring accuracy, efficiency, and adherence to service standards.
• Provide training and guidance on best practices, system usage, and customer service.
• Develop standard operating procedures (SOPs) to improve booking efficiency and issue resolution.
• Conduct regular performance reviews and implement professional development initiatives.

2. VIP, Returning Guests, and Owners Handling

• Manage VIP, returning guests, and owners bookings, ensuring a personalized and seamless experience.
• Address and resolve complaints or escalations with professionalism and brand integrity.
• Ensure all special requests are delivered.
• Enhance retention strategies through proactive engagement, follow-ups and collaboration with Marketing and other stakeholders.

3. Booking & Revenue Optimization

• Oversee pricing strategies, special promotions, and discount applications to maximize revenue.
• Ensure rate parity across platforms and coordinate with marketing and revenue teams.
• Monitor and analyze booking trends to improve occupancy rates and profitability.
• Identify upselling and cross-selling opportunities within reservations.

4. System & Process Management

• Ensure accuracy in the booking system, updating property availability and reservation details.
• Troubleshoot booking system issues and coordinate with Tech or partners for resolutions.
• Develop efficiency improvements for booking workflows and reduce error rates.
• Implement and refine reporting processes to track performance and team KPIs.

5. Collaboration & Stakeholder Management

• Liaise with property owners and operations teams to manage bookings and guest expectations.
• Work closely with payments, guest experience, marketing, revenue, and operations teams to streamline processes.
• Build and maintain relationships with travel agents, partners, and corporate clients.
• Provide insights and feedback on market trends to shape business strategies.
• Share regular reporting to senior management through reports and dashboards.
• Attend meetings as the representative of International Reservations.

Qualifications

• Experience: Minimum 3-5 years in reservations, hospitality, or luxury travel, with at least 1 year in a leadership role.
• Customer Service Excellence: Strong track record in handling high-end guests and managing escalations.
• Technical Proficiency: Familiarity with reservation systems, PMS, and CRM software.
• Problem-Solving Skills: Ability to manage urgent booking requests and operational challenges efficiently.
• Leadership & Coaching: Experience in mentoring, training, and performance management of a team.
• Revenue & Upselling Knowledge: Understanding of pricing structures, promotions, and revenue optimization.
• Industry Insight: Awareness of luxury hospitality trends, guest preferences, and competitive strategies.
• Language: Japanese proficiency will be an advantage, however is not required

Salary package/benefits

4.3million ~ yen/year value contract package

Includes:

• Very competitive salary
• Access to bonus programWork-related training subsidy
• Summer and winter 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