International Reservation Team Leader
International Reservation Team Leader
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0-1years
1 - 8
1 Vacancy
Job Description
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
- 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.
- 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 followups and collaboration with Marketing and other stakeholders.
- 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 crossselling opportunities within reservations.
- 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.
Requirements
Qualifications
- Experience: Minimum 35 years in reservations hospitality or luxury travel with at least 1 year in a leadership role.
- Customer Service Excellence: Strong track record in handling highend guests and managing escalations.
- Technical Proficiency: Familiarity with reservation systems PMS and CRM software.
- ProblemSolving 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
Benefits
Benefits
Salary package/benefits
- Very competitive salary
- Access to bonus programWorkrelated training subsidy
- Summer and winter recreational allowance
- Health insurance welfare pension insurance unemployment insurance and workers 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
Employment Type
Full Time
