Hotel Reservations Executive - Japanese Speaking

Description

The Hotel Reservations Executive is responsible for assisting guests in planning and booking reservations for Integrated Resort products and services. This role involves understanding guest needs, providing personalized solutions, and ensuring a customer-centric approach through all communication channels. The executive delivers a high-touch experience aligned with the Company Service Strategy, handles first-level complaints with professionalism, and demonstrates agility in managing guest requests.

Responsibilities and Duties

* Assist guests in planning and booking reservations for Integrated Resort services and products. * Understand guest preferences and provide tailored solutions. * Maintain a customer-centric approach when interacting with both internal and external guests across all communication channels. * Deliver a personalized experience aligned with the Company’s Service Strategy. * Handle first-level complaints courteously and professionally. * Demonstrate agility in efficiently managing guest services and requests. * Use logical thinking and emotional intelligence to address guest challenges, offering proactive resolutions in collaboration with the Manager on Duty. * Stay informed about hotel events and activities to provide accurate, timely information to guests. * Respond swiftly to emergency situations in accordance with hotel protocols. * Contribute to achieving both individual and team KPIs. * Assist with additional duties as required.

Qualifications and Requirements

Proven experience as a hotel reservation agent, concierge, or in a customer service role is preferred. Fluent in both English and Japanese to communicate effectively with English and Japanese-speaking guests. Exceptional verbal and written communication skills. Courteous, confident, and patient with strong interpersonal skills. Customer-focused with the ability to perform well under pressure. Calm and composed when handling complaints or emergencies. Strong multitasking ability and comfortable with technology and applications. Willing to work rotational shifts, including public holidays and overnight shifts, as needed. Highly collaborative and adaptable in a fast-paced environment. Mature, detail-oriented, resourceful, and capable of working independently. Able to adapt to changes in business or operational requirements. Comfortable working in front of a computer for extended periods.

Working Condition

Working hours

5 days / 44 hours