Reservationist - Soho House Tokyo

<p></p> <h2 data-section-id="14yoms8" data-start="70" data-end="88"><span><strong data-start="73" data-end="88">Job Role...</strong></span></h2> <p data-start="90" data-end="452">At Soho House, the Reservationist is responsible for managing all room reservation enquiries and bookings, acting as a key point of contact for members and guests prior to arrival.<br data-start="270" data-end="273">You will handle reservations via phone, email, and other channels, converting enquiries into confirmed bookings while delivering a high level of service and attention to detail.</p> <p data-start="454" data-end="801">As a Reservationist, you will play an important role in maximizing room revenue through effective upselling and accurate inventory management, while ensuring all booking details are handled with care and professionalism.<br data-start="674" data-end="677">You will work closely with internal teams to create a seamless pre-arrival experience and set the tone for a memorable stay.</p> <hr data-start="803" data-end="806"> <h2 data-section-id="1vwu8uy" data-start="808" data-end="829"><span><strong data-start="811" data-end="829">Main Duties...</strong></span></h2> <h3 data-section-id="crzm6l" data-start="831" data-end="851"><span><strong data-start="835" data-end="851">Reservations</strong></span></h3> <ul data-start="852" data-end="1481"> <li data-section-id="11mfimh" data-start="852" data-end="983">To respond to all reservation enquiries via phone, email, and other communication channels in a timely and professional manner.</li> <li data-section-id="15i5dyo" data-start="984" data-end="1087">To process, confirm, modify, and cancel reservations accurately using the PMS system (Opera Cloud).</li> <li data-section-id="1fkdxxo" data-start="1088" data-end="1186">To ensure all booking details, guest preferences, and special requests are recorded correctly.</li> <li data-section-id="ben326" data-start="1187" data-end="1277">To maintain up-to-date availability and inventory control across all booking channels.</li> <li data-section-id="97hqxt" data-start="1278" data-end="1375">To proactively upsell room categories, packages, and additional services to maximize revenue.</li> <li data-section-id="1nij1fe" data-start="1376" data-end="1481">To provide clear and accurate information regarding room types, rates, hotel amenities, and policies.</li> </ul> <h3 data-section-id="10xtsim" data-start="1483" data-end="1516"><span><strong data-start="1487" data-end="1516">Guest &amp; Member Experience</strong></span></h3> <ul data-start="1517" data-end="1920"> <li data-section-id="1dypji0" data-start="1517" data-end="1639">To act as the first point of contact, delivering a warm, professional, and engaging service to all members and guests.</li> <li data-section-id="mldbyc" data-start="1640" data-end="1726">To build rapport and anticipate guest needs to enhance the pre-arrival experience.</li> <li data-section-id="1n7ck1x" data-start="1727" data-end="1830">To handle reservation-related enquiries, changes, and cancellations efficiently and professionally.</li> <li data-section-id="viljrv" data-start="1831" data-end="1920">To resolve any issues or complaints, escalating where necessary to senior management.</li> </ul> <h3 data-section-id="1w589hl" data-start="1922" data-end="1942"><span><strong data-start="1926" data-end="1942">Coordination</strong></span></h3> <ul data-start="1943" data-end="2268"> <li data-section-id="1g2ukcl" data-start="1943" data-end="2070">To liaise closely with Reception, Housekeeping, Membership, and Soho Support Bedrooms team to ensure smooth guest arrivals.</li> <li data-section-id="dib2hb" data-start="2071" data-end="2169">To communicate booking updates, special requests, and VIP information to relevant departments.</li> <li data-section-id="1am6uam" data-start="2170" data-end="2268">To maintain accurate guest profiles and reservation logs in company systems (e.g. Salesforce).</li> </ul> <h3 data-section-id="n3vqzs" data-start="2270" data-end="2292"><span><strong data-start="2274" data-end="2292">Administration</strong></span></h3> <ul data-start="2293" data-end="2560"> <li data-section-id="an03do" data-start="2293" data-end="2391">To ensure data accuracy, confidentiality, and compliance with company policies and procedures.</li> <li data-section-id="el1mi6" data-start="2392" data-end="2475">To maintain detailed records of bookings, cancellations, and guest preferences.</li> <li data-section-id="epm0v2" data-start="2476" data-end="2560">To support reporting on reservations, occupancy, and performance where required.</li> </ul> <hr data-start="2562" data-end="2565"> <h2 data-section-id="dmop3w" data-start="2567" data-end="2596"><span><strong data-start="2570" data-end="2596">Experience Required...</strong></span></h2> <ul data-start="2598" data-end="3163"> <li data-section-id="ic3r0x" data-start="2598" data-end="2685">Previous experience in hotel reservations, front office, or call centre environment</li> <li data-section-id="1wxxwln" data-start="2686" data-end="2767">Strong telephone manner and excellent written and verbal communication skills</li> <li data-section-id="103evbi" data-start="2768" data-end="2808">Fluency in both Japanese and English</li> <li data-section-id="9cr51a" data-start="2809" data-end="2897">Experience using PMS systems (Opera Cloud preferred) and CRM tools (e.g. Salesforce)</li> <li data-section-id="1pgz3ur" data-start="2898" data-end="2962">Proven ability to upsell and convert enquiries into bookings</li> <li data-section-id="191tzww" data-start="2963" data-end="3015">Highly organised with strong attention to detail</li> <li data-section-id="y2y2fm" data-start="3016" data-end="3077">Ability to multitask and work in a fast-paced environment</li> <li data-section-id="1q6pk9w" data-start="3078" data-end="3163">Strong problem-solving skills and ability to handle guest concerns professionally</li> </ul> <p></p>