Assistant Reservation Manager | アシスタントリザベーションマネージャー

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.

Act like owners – taking the charge, leading by example and an immense sense of pride in their work.

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

アマンは、プライベートな邸宅にいるかのような心温まるもてなしと、常に小規模であること、そして美しさの際立つ非日常的な体験のできるプライベートなリゾート・コレクションとして1988年に創設されました。現在、アマンは、20のデスティネーションにて34軒のリゾートを展開しております。

This position is located at our Centravel Reservations in Tokyo, Japan or in our Central Reservations in Colombo, Sri Lanka.

場所：アマン東京、またはスリランカのコロンボ

Assistant Reservation Manager based in Tokyo or Sri Lanka. This position is responsible to identify and pursue quality standards and guest satisfaction as well as supervise the team for the smooth operation of Aman Central Reservation Concierge. Reporting to Director of Shared Services Operations and Reservation Manager. Aman Guests are its most valued asset, you will be in the frontline leading a world class luxury reservations concierge team.

国内外のアマンの宿泊予約にて、アシスタントマネージャーとしてご活躍いただきます。チームマネージメントを含め、予約に関する電話やメールの対応、予約システムへの入力、また各ホテル予約課との連携業務が中心となります。英語でのコミュニケーション能力を活かせるお仕事です

• Ensure reservations made are processed according to established policies and procedures
• Identify opportunities to increase upsells based on our policy and procedures and drive incremental revenue
• Training reservations-related Team Members
• Tracking daily trends of reservation calls and monitoring agents on call quality and salesmanship
• Ensure that reservations systems and the data entered into systems are accurate and are aligned with SOPs in place.
• Be the reservations resource for the hotel on all Reservations issues
• Establish and maintain good relations with property reservations and front office teams
• Be self-motivated, results oriented, proactive and driven to adapt and adopt to improve, mentor and grow a team of highly skilled individuals
• Ability to setup processes / build SOPs / refine existing SOPs
• Conduct weekly and monthly team meeting and assist preparing report related to reservation resource if requested by management

仕事内容:

• チームのシフト管理、チームマネージメント、部内トレーニング、クレーム対応
• 各ホテルのプロダクトトレーニングやシステムトレーニング
• 定期的なチームミーティング
• 電話、メールでの国内外アマンへの宿泊に関するお問い合わせ対応、並びに予約業務
• アマンセントラルリザベーションの拠点があるスリランカ、コロンボの予約チーム、並びに各ホテルの予約チームとの連携
• お客様、お取引先、旅行会社等との関係構築

• A degree in hotel and hospitality management
• Excellent communication skills, both written and verbal in Japanese & English
• Applicable only for local resident
• Minimum 5 years’ experience in hospitality reservations management
• Experience in Opera PMS / ORS and travel click, Salesforce.com is an advantage
• Excellent skills in Microsoft office packages. MS-Excel wizards are valued
• Excellent communication skills to liaise closely with team in Colombo, Sri Lanka
• Ability to work in a challenging environment with high deliverability and to perform with minimal supervision
• Ability to drive the team to support for daily operation and reservations quality

応募資格:

• ビジネスレベルの英語力（読み書き、会話）
• 宿泊予約、ホテルフロントオフィスやホスピタリティ業界で実務経験が5年以上ある方
• マネージメント経験がある方は優遇
• 予約システム操作経験者
• 日本にお住まいの方
• リーダーシップとしての優れたコミュニケーション能力を持ち、チームの統率、そして自ら積極的に行動できる責任感の強い方