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