Reservation Manager

2日前

Tokyo Discova Full time

Reservations Manager

About the opportunity

Join our dynamic reservation leadership team, where you'll spearhead a high-performing team of Discovians dedicated to delivering exceptional service to our overseas agents (FIT and GIT). As Discova's Reservation Manager, you'll drive continuous improvement in our reservations process, boosting efficiency and capability. Your leadership will ensure absolute accuracy and elevate the service experience to new heights. If you're passionate about leading teams to success and thrive in a fast-paced environment, Discova wants to hear from you.

Key Responsibilities

  • Professionally handle all internal and external inquiries to meet business needs.
  • Resolve service issues promptly and satisfactorily, implementing corrective and preventive measures.
  • Provide accurate and timely support to both internal and external customers.
  • Maintain positive relationships with agents and overseas sales offices, offering support and identifying growth opportunities.
  • Collaborate with various departments to enhance trip profitability and overall service quality.
  • Utilize preferred supplier list to optimize cost efficiency.
  • Implement system improvements to streamline operations.
  • Monitor bookings to ensure they remain within budget.
  • Generate and provide monthly reports to direct supervisor.
  • Introduce and enforce policies for efficiency and compliance.
  • Coordinate with the Business Development Managers to secure new series and groups.
  • Ensure accuracy of costs and sell prices, addressing any discrepancies promptly.

    • Key Leadership competencies

  • Lead by example in behaviour, attitude, and performance.
  • Provide clear, concise, and timely feedback.
  • Align personally with Discova values and philosophies.
  • Effectively utilise Discova Communication Systems, AM Planner, and Weekly Business Meetings with the team.
  • Share information transparently to inspire all team members and key stakeholders.
  • Develop personal development plans for each team member.
  • Coach, mentor, and support ongoing training and development.
  • Empower team members through appropriate delegations and training.
  • Recruit and train new team members.
  • Understand wage packages and articulate individual contributions.
  • Analyse team budgets, PNLs, and financial reports.
  • Develop strategies to improve business results and consider contingencies.
  • Set clear expectations and consequences with follow-up.
  • Encourage and assist team members to solve their own problems.
  • Ensure the overall business objectives are met.
  • Conduct monthly one-on-ones for performance review and feedback.
  • Drive business success using the vision and business plan as a guide.
  • Set and exceed daily goals/deadlines.
  • Communicate daily with the team regarding individual and team sales targets.

    • About You

    The Essentials

  • Possession of a degree in tourism and hospitality presents a distinct advantage for this role, providing a strong foundation in industry-specific knowledge and practices.
  • Proficiency in both written and spoken English is essential, as is fluency in the local language. Additionally, proficiency in other European languages would be highly beneficial, enhancing communication with a diverse clientele.
  • Expertise in DMC reservation systems, CRM, and other B2B booking platforms is seen as an advantage.
  • A minimum of 3 years of experience in management training or leading teams within the tourism and hospitality sector is required. This experience equips candidates with the necessary skills to effectively oversee and guide a reservations team, ensuring smooth operations and exceptional customer service delivery.

    • The attributes

  • Proficient in problem-solving, with a focus on effective solutions.
  • Customer-oriented, dedicated to maintaining high service standards.
  • Excellent collaboration and communication skills, both written and verbal.
  • Meticulous attention to detail and adept at managing time and priorities.
  • Strong interpersonal and presentation abilities, adaptable across various cultures.
  • Capable of working autonomously or within a team setting.
  • Flexible with availability, including evenings, weekends, and early mornings, and adept at handling changing priorities and pressure.
  • Willingness to travel for business purposes when necessary.
  • Proficiency in all Microsoft Office applications.

    • About Us

    Formed as a result of the merging of two leading DMCs - Buffalo Tours and Olympus Tours - Discova is a global destination management specialist. They take care of tailor-made touring, leisure groups and transfers throughout Asia and the Americas (including Mexico, the Dominican Republic and Costa Rica).

    Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated tours with customer satisfaction as a hallmark of their service.

    Discova's people are homegrown - 95% are locals, blending localised know-how with an understanding of what makes a Discova trip to their home country special.

    To learn more about Discova click

    Work Perks - What's in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It's also why we offer some great employee benefits and perks outside of the norm.

  • Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
  • Have fun: At the heart of everything we do at Discova is a desire to have fun.
  • Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it
  • Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
  • Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can't miss in our people or service.
  • Personal connections: We are a big business founded on personal relationships
  • A career, not a job: We offer genuine opportunities for people to grow and evolve
  • We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
  • Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
  • Employee giving program
  • Office Environmental Program
  • 1 Volunteer Day per Calendar Year
  • We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

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