About this Reservationist - Soho House Tokyo role at Soho House & Co.

Soho House & Co. · Onsite · Tokyo Prefecture, Japan

Job Role...

At Soho House, the Reservationist is responsible for managing all room reservation enquiries and bookings, acting as a key point of contact for members and guests prior to arrival.
You will handle reservations via phone, email, and other channels, converting enquiries into confirmed bookings while delivering a high level of service and attention to detail.

As a Reservationist, you will play an important role in maximizing room revenue through effective upselling and accurate inventory management, while ensuring all booking details are handled with care and professionalism.
You will work closely with internal teams to create a seamless pre-arrival experience and set the tone for a memorable stay.

Main Duties...

Reservations

To respond to all reservation enquiries via phone, email, and other communication channels in a timely and professional manner.
To process, confirm, modify, and cancel reservations accurately using the PMS system (Opera Cloud).
To ensure all booking details, guest preferences, and special requests are recorded correctly.
To maintain up-to-date availability and inventory control across all booking channels.
To proactively upsell room categories, packages, and additional services to maximize revenue.
To provide clear and accurate information regarding room types, rates, hotel amenities, and policies.

Guest & Member Experience

To act as the first point of contact, delivering a warm, professional, and engaging service to all members and guests.
To build rapport and anticipate guest needs to enhance the pre-arrival experience.
To handle reservation-related enquiries, changes, and cancellations efficiently and professionally.
To resolve any issues or complaints, escalating where necessary to senior management.

Coordination

To liaise closely with Reception, Housekeeping, Membership, and Soho Support Bedrooms team to ensure smooth guest arrivals.
To communicate booking updates, special requests, and VIP information to relevant departments.
To maintain accurate guest profiles and reservation logs in company systems (e.g. Salesforce).

Administration

To ensure data accuracy, confidentiality, and compliance with company policies and procedures.
To maintain detailed records of bookings, cancellations, and guest preferences.
To support reporting on reservations, occupancy, and performance where required.

Experience Required...

Previous experience in hotel reservations, front office, or call centre environment
Strong telephone manner and excellent written and verbal communication skills
Fluency in both Japanese and English
Experience using PMS systems (Opera Cloud preferred) and CRM tools (e.g. Salesforce)
Proven ability to upsell and convert enquiries into bookings
Highly organised with strong attention to detail
Ability to multitask and work in a fast-paced environment
Strong problem-solving skills and ability to handle guest concerns professionally

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About Soho House & Co.

We are a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.

Soho House was created to bring diverse communities of people together, and we take the same approach when building our teams. We thrive on differences and believe it is critical to our success as a global company. Soho House is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.