Job Description

Role Introduction

At InterContinental Yokohama Pier 8, we create memorable guest experiences through refined hospitality, operational excellence, and thoughtful service. As a Reservations Agent, you will be the first point of contact for many of our guests, delivering accurate, professional, and personalized booking experiences. You will handle reservations inquiries, system entries, and pre-arrival coordination while ensuring rate integrity and data accuracy. This role is ideal for a service-oriented professional who values precision, communication excellence, and teamwork in a luxury hospitality environment.

Key Responsibilities Reservations Operations

• Handle guest reservations inquiries via phone, email, and online channels in a professional and timely manner.
• Create, modify, and cancel reservations accurately in Opera and related systems.
• Ensure correct rate application, room type allocation, and special request handling.
• Confirm reservations and communicate relevant information clearly to guests.

Guest Experience & Service Quality

• Deliver courteous, personalized, and brand-aligned guest communication at all times.
• Identify opportunities to upsell room categories, packages, and hotel services.
• Escalate complex requests or guest concerns to the Reservations Manager appropriately.
• Support seamless handover of guest information to Front Office and Operations teams.

Accuracy, Compliance & Data Quality

• Maintain high accuracy in guest profiles, payment details, and reservation data.
• Ensure compliance with IHG policies, rate rules, cancellation policies, and internal procedures.
• Protect guest data confidentiality and payment security standards.

Operational Support

• Support inventory management and availability updates as directed by the Reservations Manager.
• Assist with daily reports, pickup tracking, and administrative tasks.
• Participate in training, quality audits, and continuous improvement initiatives.

Team Collaboration

• Work closely with Front Office, Sales, Revenue, and Housekeeping to ensure accurate room allocation and guest expectations.
• Share guest insights and operational feedback to improve service quality.

What We Need From You Education

• Diploma or Bachelor’s degree in Hospitality, Tourism, Business, or related field preferred.

Experience

• Prior experience in hotel reservations, front office, or customer service is preferred.
• Fresh graduates with strong hospitality mindset may be considered.
• Experience using Opera PMS or similar hotel systems is an advantage.

Skills & Competencies

• Strong communication skills in English and Japanese (business level).
• Excellent attention to detail and accuracy.
• Guest-focused mindset with strong service etiquette.
• Ability to multitask and remain calm in a fast-paced environment.
• Basic analytical ability for rate and availability understanding.
• Team-oriented attitude with strong reliability and integrity.
• Willingness to learn systems, brand standards, and operational procedures.

To Perform Your Role – True Hospitality

We genuinely care about people and demonstrate this commitment every day through True Hospitality

You are expected to demonstrate:

• True Attitude – Genuine care, professionalism, and positive service mindset.
• True Confidence – Product knowledge and reliable system execution.
• True Listening – Understanding guest needs and expectations.
• True Responsiveness – Prompt, accurate, and thoughtful service delivery.

Above all, always aim to deliver outstanding guest experiences, do the right thing, and seek to truly understand people.

Join Our Team

Join the global IHG family where individuality is celebrated, teamwork drives excellence, and integrity guides our actions. We welcome individuals who demonstrate curiosity, accountability, and a passion for hospitality.

For more information, please visit www.careers.ihg.com