Assistant Manager – Reservations

The Hongkong and Shanghai Hotels, Limited

. Ensure the Reservations team follows company guidelines .

Posted 10/23/2026full-timeTokyo • JapanMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing reservations operations, ensuring adherence to company standards while delivering exceptional guest experiences. Proficient in team leadership, training, and effective communication in both Japanese and English.

Highest-signal resume keywords

Reservations ManagementTeam LeadershipCustomer Service ExcellenceBilingual Proficiency (Japanese and English)Hotel/Reservation Systems Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Reservations ManagementStaff SchedulingTraining DevelopmentReport SubmissionService Standards MonitoringProblem-SolvingProcedure Development

Soft Skills

Excellent CommunicationCustomer Service SkillsAbility to Prioritize TasksWarm Guest Interaction

Tools & Technologies

Hotel/Reservation SystemsMicrosoft Office Applications

Industry Keywords

Hospitality IndustryGuest ExpectationsPeninsula Service Principles

About the role

Key responsibilities & impact

Ensure the Reservations team follows company guidelines
Guide and educate the Reservations team to maximize efficiency, competency, and service performance
Handle administration, staff scheduling, and training for all reservations staff
Submit monthly reports on time with required information
Monitor service standards, including abandoned calls
Apply company brand and style standards to ensure courteous and efficient service
Exceed guest expectations for accommodation and service in keeping with Peninsula Service Principles
Monitor group bookings and related emails, faxes, and correspondence
Develop and implement written procedures for Reservations
Perform other duties and lead projects assigned by the Reservations Manager
Address guest complaints warmly and resolve issues in a timely manner

Requirements

What you’ll need

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

Benefits

Comp & perks

Be part of a world-renowned luxury hospitality group
Collaborate within a diverse network spanning 30+ nationalities
Long-term career development opportunities
Staff at The Peninsula Tokyo are talented, highly motivated, and dedicated to excellence