Reservation Sales Agent (Japanese)

Description

The Reservation Sales Agent is responsible for delivering outstanding customer service by assisting guests with hotel reservations, addressing inquiries about hotel services, amenities, and locations, and resolving any issues or concerns. This role involves working in a dynamic, fast-paced call center environment, where the agent will manage inbound calls efficiently.

Responsibilities and Duties

* Assist guests with making, modifying, or canceling hotel reservations through the hotel’s reservation system. * Provide information on available room types, rates, and packages to suit guests' needs. * Process payments, apply discounts, and ensure reservation details are accurate. * Respond promptly to guest inquiries about hotel services, amenities, and local attractions. * Provide clear information on hotel policies, check-in/check-out procedures, and other relevant details. * Manage special requests such as room upgrades or specific accommodations. * Deliver exceptional customer service by maintaining a friendly and professional demeanor. * Resolve guest complaints or issues in a timely and efficient manner, escalating as necessary. * Follow up with guests to ensure satisfaction with the booking process. * Maintain clear, effective communication with guests, hotel staff, and team members. * Update guest information, preferences, and feedback in the CRM system. * Assist in preparing reports related to reservations, cancellations, and customer feedback. * Participate in ongoing training to stay informed on hotel offerings and customer service best practices. * Adhere to call center protocols, ensuring efficient call handling and accuracy. * Provide administrative support for the hospitality business.

Qualifications and Requirements

* High school diploma or equivalent; additional certifications in hospitality or customer service are a plus. * Previous experience in a hotel front desk role is preferred. * Strong communication skills (both written and verbal) and excellent interpersonal abilities. * High level of integrity and professionalism. * Strong attention to detail with a customer-focused approach. * Ability to communicate fluently in English and Japanese (business level) to support customers in North Asia.

Working Condition

Working hours

5 days / 44 hours