Remote Reservations Agent

The Reservations agent is integral to our operations, straddling the dual responsibilities of facilitating hotel reservations and fostering strong partnerships with hotels. This position demands a candidate who can deliver exemplary customer service and communication skills.

Responsibilities:

• Handle customer communications, responding to inquiries and facilitating hotel reservations by providing information on room availability, prices, and amenities via email, WhatsApp, social media messaging, and live chat.
• Ensure accuracy in reservation entries and manage modifications, cancellations, and special requests with promptness and professionalism.
• Take responsibility to review and maintain hotel profiles on our digital platform, addressing any information discrepancies.
• Provide personalized travel recommendations and upsell selected properties as part of our sales strategy to meet team goals.
• Analyze feedback and performance data to identify trends, areas for improvement, and opportunities for growth.
• Commit to ongoing personal development to keep pace with industry standards and technological innovations.
• Supervise the streamlined and accurate implementation of commission payment processes, guaranteeing seamless collaboration with the Hotel’s Accounts Team regarding selected properties.

• Candidates are required to possess proficiency in at least one additional language beyond their native tongue, with a preference for Japanese as a second or third language.
• Experience in hotel reservations management.
• Exceptional communication skills, capable of building strong relationships with customers, team members, and industry partners.
• High level of organizational skills and attention to detail, with the ability to multitask effectively in a dynamic environment.
• Advanced level of competency in using computer systems and Microsoft Office.
• Autonomous and collaborative work ethic, adept at time management and meeting deadlines.
• Passionate about travel, with a commitment to delivering superior customer service.
• Bachelor’s degree in a hospitality, business or related field.

The interview process will be conducted remotely and is structured as follows:

1. Initial Screening: Candidates will first submit their resumes and cover letters. Selected candidates will be contacted for a brief initial screening call to discuss their background and the role.
2. First Interview: Successful candidates will proceed to the first formal interview via video conferencing, where they will meet with the hiring manager. This session will delve into their professional experiences, language skills, and understanding of the role.
3. Technical Assessment: Depending on the role, a language proficiency test or a task-specific assessment may be administered to evaluate the candidate's practical skills and language abilities.
4. Final Interview: Finalists will have a video interview with senior management. This stage focuses on cultural fit, career aspirations, and motivation.
5. Offer and Onboarding: The selected candidate will receive a job offer. Upon acceptance, remote onboarding procedures will be initiated, including training and introductions to the team via video calls.