Job Description

Working alongside a wonderful team at The Peninsula Tokyo, we are seeking a Assistant Manager - Reservations to achieve the company’s objectives and create a memorable guest experience.

• Be part of a world-renowned luxury hospitality group
• Collaborate within a diverse network spanning 30+ nationalities
• Staff at The Peninsula Tokyo are talented, highly motivated, dedicated to excellence. Grow your career with a company that values long-term development.

Key Accountabilities

• Ensure Reservation team follow company guideline

1. Guides and educates Reservations team in their performance for maximum efficiency and competency in service
2. Responsible for administration, staff scheduling and conducting training for all reservations staff
3. Ensure Submission of monthly report in a timely manner with required information
4. Monitors service standards to include abandoned calls Well versed in company brand and style standards as issued by home office and ensure guests receive courteous and efficient service from Reservation team
5. Exceed guest expectations with accommodation and service, in keeping with the Peninsula Service Principles
6. Monitoring group bookings, ensure groups booking, e-mails, faxes and other correspondences

• Develop and implement written procedures for all areas under Reservations
• To perform other duties and responsibilities or lead projects that may be assigned by the Reservations Manager
• Address guest complaints in a warm and concerned manner, resolving the issue in a timely matter

General Requirements

• Minimum 3 years of experience in Reservations or Front Office within the hospitality industry.
• Previous supervisory or team leadership experience.
• Excellent communication and customer service skills, both over the phone and via email.
• Proficiency in both Japanese and English.
• Familiarity with hotel/reservation systems, and Microsoft Office applications.
• Strong problem-solving skills and a passion for delivering exceptional guest experiences.
• Ability to prioritize tasks and thrive in a fast-paced, multi-tasking environment

We are delighted to receive your resume for further consideration.