Role Introduction
At InterContinental Yokohama Pier 8, we create memorable guest experiences through refined service, operational excellence, and thoughtful personalization. As the Reservations Manager, you will lead the reservations function to maximize revenue performance while delivering seamless, accurate, and responsive guest booking experiences. You will oversee room inventory management, rate integrity, distribution accuracy, and daily operational excellence in alignment with brand and revenue strategies. This role is ideal for a commercially minded leader who combines analytical capability with service excellence in a luxury hospitality environment.
Key Responsibilities Reservations Operations & Leadership- Manage daily operations of the Reservations team, ensuring consistent service quality, accuracy, and response standards.
- Train, coach, and develop team members to deliver professional guest handling, brand-aligned communication, and operational excellence.
- Ensure all reservations are processed accurately and efficiently in Opera and related systems.
- Monitor workload distribution, staffing coverage, and productivity to meet business demand.
- Manage room inventory, availability controls, and rate loading in coordination with Revenue Management and Sales.
- Ensure rate integrity across all distribution channels, including , OTAs, GDS, and wholesale partners.
- Maintain accurate room type configurations, restrictions, and allotments to optimize occupancy and ADR.
- Support promotional campaigns, packages, and tactical pricing initiatives.
- Analyze booking trends, pickup patterns, cancellation behavior, and conversion performance.
- Provide daily and weekly performance reporting to Sales, Revenue, and Hotel Leadership.
- Identify opportunities to improve booking efficiency, upselling performance, and guest conversion.
- Support forecasting accuracy and demand management initiatives.
- Ensure prompt, professional, and personalized handling of guest inquiries, special requests, and complex reservations.
- Resolve escalated guest concerns related to reservations and pre-arrival arrangements.
- Maintain high standards of communication quality and brand voice consistency.
- Ensure proper system configuration, data accuracy, and compliance with IHG standards and SOPs.
- Maintain documentation for operational procedures, training materials, and audit requirements.
- Drive continuous improvement in workflows, automation, and reporting efficiency.
- Partner closely with Front Office, Revenue Management, Sales, Marketing, and Finance to ensure alignment of inventory, promotions, and guest expectations.
- Coordinate with regional and brand teams on system updates, policy changes, and best practices.
- Diploma or Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
- Minimum 2–5 years of experience in Reservations, Front Office, or Revenue-related roles within 4–5 star hotels.
- Prior supervisory or team leadership experience is preferred.
- Hands-on experience with Opera PMS or equivalent hotel systems is required.
- Strong analytical skills with the ability to interpret demand trends and performance metrics.
- Excellent organizational skills and attention to detail.
- Strong leadership, coaching, and team engagement capability.
- Guest-centric mindset with strong service recovery skills.
- Ability to perform under pressure in a fast-paced operational environment.
- Strong communication skills in English and Japanese (business level).
- High integrity and compliance awareness.
We genuinely care about people, and we demonstrate this commitment every day by delivering on our promise of True Hospitality. This shared mindset connects all colleagues across IHG hotels.
You are expected to demonstrate:
- True Attitude – Genuine care, professionalism, and attention to detail.
- True Confidence – Strong system knowledge and operational reliability.
- True Listening – Understanding guest needs and internal stakeholder expectations.
- True Responsiveness – Timely, accurate, and thoughtful service delivery.
Above all, always aim to deliver outstanding experiences, do the right thing, and seek to truly understand people.
Join Our TeamJoin the global IHG family where individuality is celebrated, collaboration strengthens performance, and integrity guides our actions. We encourage professionals who demonstrate curiosity, ownership, and a passion for delivering meaningful guest experiences.
For more information, please visit
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