Reservationist - Soho House Tokyo

About the role

The reservationist serves as the primary guardian of the booking journey for the Tokyo property, ensuring that every guest interaction reflects the precise tone and accuracy the brand demands. In this capacity, you own the end-to-end flow of reservations, from the first inquiry to the final confirmation, while acting as the central coordination point between departments. You translate complex requests into clear, structured data, protecting both the guest experience and the integrity of room inventory. This role requires a calm, methodical presence who can manage concurrent tasks without sacrificing the personal touch that Soho House is known for. Success in this position is measured by your ability to combine technical precision with empathetic service, turning routine exchanges into moments of delight. You will not only fill calendars but also safeguard the reputation of the property through meticulous attention to detail and consistent professionalism. Every interaction you manage becomes part of the broader narrative of the guest's stay, making reliability and communication essential.

Key facts

What you'll do

Convert incoming reservation enquiries from phone, email, and other guest channels into confirmed bookings using timely, professional responses that adhere to brand standards.

Record guest preferences and special requests with exactness to maintain a reliable reservation database that supports future stays and operational decisions.

Manage reservation-related modifications and cancellations efficiently, balancing policy constraints with guest satisfaction to preserve relationships.

Resolve escalated issues or complaints by applying structured problem-solving techniques, and escalate to senior management when necessary to achieve satisfactory outcomes.

Leverage property management systems such as Opera Cloud and CRM tools like Salesforce to update and track reservation details with accuracy and speed.

Proactively identify opportunities to upsell rooms and services, converting enquiries into bookings while protecting room revenue through careful inventory control.

Organize daily workflows and prioritize tasks to manage multiple reservation requirements accurately, even when facing tight deadlines or high volumes.

Coordinate closely with Reception, Housekeeping, Membership, and Soho Support Bedrooms to ensure alignment on arrival times, room status, and guest needs.

Monitor service standards and data compliance in every interaction, ensuring that all guest and member communications meet legal and brand expectations.

Contribute to continuous improvement by sharing insights from recurring enquiries or bottlenecks, helping the team refine processes and enhance the pre-arrival experience.

Requirements

Previous experience in hotel reservations, front office, or call centre environment is essential to understand reservation workflows and service expectations.

Strong telephone manner and excellent written and verbal communication skills are required to represent the brand professionally in all interactions.

Fluency in both Japanese and English is mandatory to serve members and guests effectively across all touchpoints.

Experience using property management systems such as Opera Cloud and CRM tools like Salesforce is necessary to perform reservation management duties.

Proven ability to upsell and convert enquiries into bookings is required to support room revenue goals and occupancy targets.

Highly organised with strong attention to detail to manage multiple reservation requirements accurately and reduce the risk of errors.

Ability to multitask and work effectively in a fast-paced environment while consistently maintaining high service standards.

Strong problem-solving skills are necessary to handle guest concerns professionally and determine when escalation to senior management is appropriate.

Commitment to data compliance and service standards is non-negotiable in all guest and member interactions.

A demonstrated capacity to work cooperatively within a cross-functional team, supporting departments to ensure a seamless guest journey.

Nice to have

Preferred candidates will have a background in hospitality or customer-facing roles that demonstrate adaptability and emotional intelligence.

Experience with membership programs and loyalty schemes will be advantageous when interacting with Soho House members.

Knowledge of local regulations and best practices in guest services within Tokyo will support smoother operations and guest satisfaction.

Practical notes

Fluency in Japanese and English is required for effective communication with guests, members, and internal teams.

The role operates under standard employment regulations and data compliance requirements applicable in Japan.

Interview steps typically include a screening conversation followed by one or more interview rounds, with a focus on real scenarios and past work examples.

Preparation, including reviewing the company profile, the specific job description, and your professional history, is strongly recommended for success in the selection process.

Career growth and development in this field rely on accumulating experience, taking on increased responsibility, and demonstrating consistent results over time. Early years are dedicated to mastering systems, policies, and service standards, while later years offer opportunities to lead and influence processes. Many professionals move across focus areas or organizations to continue expanding their skill set and impact. Advancement is closely tied to scope, outcomes, and the reputation you build within the community. Taking on tasks that stretch your abilities and visibly delivering on them will support long term progress.

About the company

Soho House & Co. is hiring for Reservationist

Soho House Tokyo. Tokyo Prefecture, Japan.