Reservation Manager Japan
Share
Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
About the opportunity
The Reservation Manager at Discova Japan takes on a dual role overseeing strategic and operational aspects. Strategically they will collaborate with Discova Japans Country Manager and reservation teams to deliver exceptional customer service boosting customer satisfaction and team productivity. This involves developing and implementing best-in-class service and creating unforgettable local experiences tailored to our key customer segments.
Key Responsibilities
Update bookings passenger details logistics internal notes and supplier notes accurately and promptly.
Handle internal and external enquiries professionally and efficiently meeting business standards.
Coordinate with Customer Experience and Operations teams to resolve service issues to clients and agents satisfaction.
Collaborate with the Business Development Manager to secure new series and ad-hoc groups with current and new partners.
Maintain relationships with agents and overseas sales offices providing support information and guidance and recommending new opportunities and service improvements.
Oversee development of new physical products including costing and business planning.
Provide expertise in crisis management.
Lead benchmarking exercises on cost and quality.
Ensure optimal and transparent supplier assignments adhering to no-commission policy.
Introduce and improve policies and processes for efficiency and compliance.
Ensure team members follow approved policies and procedures.
Continuously improve and innovate service operations.
Ensure bookings run within budget.
Use preferred supplier lists to improve cost advantage and implement initiatives to reduce costs.
Recruit train and develop staff coordinating with PeopleWork as needed.
Provide leadership support and guidance to team members sharing best practices and promoting personal development.
Key leader competencies
Lead by example in behaviour attitude and performance to create a vision and gain team buy-in.
Drive business and team success using the vision and business plan.
Provide clear concise and timely feedback.
Align personally with the Discova vision mission values and business philosophies.
Use Discova Communication Systems AM Planner and Weekly Business Meetings effectively.
Share information transparently to inspire team members.
Develop personal development plans for each team member through coaching and mentoring techniques.
Conduct ongoing training and development.
Empower team members through appropriate delegation and training.
Recruit and train new team members.
Understand wage packages and articulate individual contributions.
Analyse team budget PNL and financial reports.
Develop strategies to improve business results and plan for contingencies.
Create a supportive connected and empowering environment.
Demonstrate constructive conflict resolution skills for positive outcomes.
Communicate daily about individual team sales targets daily goals and measures to exceed them.
Set clear expectations and follow up on consequences.
Encourage team members to pro-actively taken on problems and challenges.
Ensure business operations proceed as planned.
Conduct monthly one-on-ones for performance review and feedback.
About You
The Essentials
Holding a bachelors degree or a certificate in tourism and hospitality is advantageous.
Possessing a minimum of 3 years experience in leading a high-performing tourism operations team is essential.
Fluency in written and spoken English and Japanese is required. Proficiency in a 3rd language is seen as a benefit.
Demonstrated leadership skills with the ability to foster teamwork while promoting diversity and inclusion.
A leader who can effectively use their negotiating skills motivation and creativity to proactively reduce business costs.
The Attributes
Well-developed problem-solving skills
Customer-centric with a commitment to high standards of service delivery
Strong collaboration and communication skills (verbal and written)
High attention to detail and strong time/priority management skills
Excellent interpersonal and presentation skills across cultures
Able to work independently or in a team environment
Flexible rotating roster that may include late nights weekends and early mornings and adaptable to uncertainties/changing priorities and under pressure
Willing to travel for business when required
Proficient with Microsoft Office applications
About Us
As a DMC with 95% local staff we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discovas DNA as a company and we are committed tobeing an equitable workplace for all our employees regardless of gender identity ethnicity disability or sexual orientation. We welcome you to our family as you are and who you are.
To learn more about Discova and our work perks click: in touch now and Discova a world of possibilities!
Required Experience:
Manager
Key Skills
- Multi-line Phone Systems
- Data Entry
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Computer Skills
- Guest Relations Experience
- Revenue Management
- Guest Services
- Contract Negotiation
- Phone Etiquette
About Company
Embark on a fulfilling career journey with Flight Centre. Explore diverse roles, exceptional benefits, and professional growth opportunities
