Reservation Officer - Niseko office
THE ROLE:
We are looking for an organised, guest-focused Reservations Officer to join our H2 Life team.
You will support guests from their first enquiry through confirmation, providing
accurate accommodation options, clear estimates and timely follow-up by email and phone.
You will also coordinate travel agency and OTA bookings, guest services, billing and revenue transfers, while keeping reservation information accurate across every system and sales channel.
WHAT YOU'LL DO:
- Respond to reservation enquiries and provide accurate accommodation estimates by email and phone.
- Follow up enquiries promptly and guide guests through the booking process.
- Keep the H2 Life website, reservation system and online travel agency listings accurate and up to date.
- Handle enquiries and reservations from travel agencies and online travel agencies by email and phone.
- Arrange service providers according to each guest's stay requirements.
- Manage guest service charges, billing and payments accurately.
- Support Front Desk colleagues, including assisting with communication in Japanese when required.
- Confirm reservations and transfer revenue to owners' accounts through the reservation system.
- Monitor competitor offers and the local market, then prepare seasonal rates and sales packages to support revenue performance.
ABOUT YOU
You will bring:
- Business-level English or higher; Japanese or Chinese language capability is preferred.
- Previous hospitality experience, particularly in a customer service role.
- Strong written, email and telephone communication skills.
- Basic proficiency with Microsoft Office and everyday computer operations.
- Confidence using tablets, smartphones and reservation or customer management systems.
- Strong problem-solving skills and a proactive approach to guest needs.
- Excellent organisation, accuracy and follow-through across multiple bookings and requests.
- A genuine commitment to providing professional and attentive guest service.
Experience with RoomBoss or another customer relationship management system is preferred.
WHAT WE OFFER:
- Monthly salary of JPY 250,000-350,000.
- Performance-based bonus scheme, subject to individual and business results.
- Monthly commuting allowance of JPY 10,000.
- 10 days of paid annual leave after 6 months of employment & 5 days of paid sick leave.
- Full coverage under Japan's social insurance system.
- Approximately 115-121 annual days off, in accordance with the company calendar.
