Reservations Consultant (Bilingual)

Position Title : Reservations Consultant (Bilingual) Location: Niseko, Japan Reports to: Reservations Manager Contract Term: Full-Time (Immediate Start) Salary: ¥265,000-320,000 JPY (DOE and language ability) About Us MnK Niseko is an integrated real estate, property management, and hospitality company that has been providing services in Niseko, Hokkaido since 2010.

Our customers visit us from all parts of Japan and all over the world. Our team of professionals is diverse and committed to serving their needs in a professional and friendly manner. MnK Niseko’s offices are located 5 minutes from one of the best ski resorts in the world. We are surrounded by farms, mountains, and nature.

We actively encourage personal development and self-improvement via our benefits program, regular performance discussions, and attention to everyone’s needs. A key part of our company culture is regular cross-department communication and contribution across all MnK Niseko's functions. We help each other. That could mean driving a guest to the mountain, helping to clear snow, or participating in a brainstorming session.

The Opportunity As an International Reservations Consultant, you will play a key role in creating exceptional guest experiences from the very first enquiry through to the completion of each guest's stay. As the first point of contact for many of our guests, you will provide professional advice, personalised recommendations, and outstanding customer service while helping guests plan their ideal Niseko holiday.

Working as part of a collaborative Reservations team, you will manage accommodation enquiries, prepare quotations, confirm bookings, coordinate guest services, and ensure all reservation details are accurately managed throughout the guest journey. You will work closely with our Guest Services, Property Management, and Operations teams to deliver a seamless experience for every guest.

MnK Niseko is one of Niseko's leading independent resort management and hospitality companies, offering a diverse portfolio of premium accommodation and guest experiences. We are seeking enthusiastic, customer-focused individuals who enjoy working in a fast-paced environment, are highly organised, can effectively prioritise competing tasks, and take pride in delivering exceptional service.

This role is ideal for someone who enjoys building relationships, solving problems, and helping create memorable holidays for guests from around the world.

Key Responsibilities

Respond promptly and professionally to telephone calls, email enquiries, website enquiries, and live chat messages. Prepare accurate accommodation quotations and manage reservations from initial enquiry through to confirmation. Coordinate internal and third-party guest services prior to arrival and throughout each guest's stay.

Process guest payments, refunds, and financial transactions accurately in accordance with company procedures. Anticipate guest needs by providing personalised recommendations, resolving issues proactively, and creating tailored itineraries that enhance the guest experience. Manage and maintain reservation records within the company's Property Management System (PMS) and Customer Relationship Management (CRM) platforms.

Maximise revenue by promoting and upselling MnK accommodation options, in-house services, and partner experiences. Deliver exceptional customer service at every stage of the guest journey, ensuring a seamless experience from enquiry through to departure. Maintain comprehensive knowledge of MnK properties, resort facilities, seasonal activities, and local attractions to provide accurate information and recommendations.

Work collaboratively with Guest Services, Property Management, Housekeeping, Maintenance, and external partners to ensure all guest requests are fulfilled efficiently. Ensure reservation details, guest preferences, and special requests are accurately recorded and communicated to relevant departments. Contribute to the continuous improvement of reservation processes, guest satisfaction, and departmental performance.

Selection Criteria Business-level English/Japanese or Mandarin communication skills (spoken and written). Exceptional attention to detail and a high level of accuracy. Previous experience in reservations, sales, hospitality, tourism, or a customer service role. Experience working in a multicultural or international environment.

Excellent interpersonal and communication skills, with the ability to work collaboratively as part of a team. Strong organisational skills with the ability to prioritise tasks and manage multiple responsibilities in a fast-paced environment. Intermediate computer skills, including Microsoft Office, Google Work. Space and the ability to quickly learn new systems.

Experience using a Property Management System (PMS) or Customer Relationship Management (CRM) platform is advantageous. A valid Japanese driver's licence or International Driving Permit, with the confidence to drive in Japan. A legal right to work in Japan or a valid working visa. Visa sponsorship may be considered for highly skilled candidates.

An interest in Niseko and the surrounding region, with a willingness to develop extensive knowledge of local accommodation, activities, restaurants, and attractions. A positive attitude, strong work ethic, and enthusiasm for delivering exceptional guest experiences. Flexibility to work weekends, public holidays, and evening shifts as required.

During the winter season (December to March), late shifts may be scheduled until 10:00 pm.

Benefits

10 days of paid leave plus public holidays (increasing after 18 months of employment) Social security and insurance benefits included Company personal improvement subsidy (available after the probationary period; may be used for language study, courses, or equipment) Annual company trips and regular seasonal events Bi-annual performance-related bonuses (eligible after 12 months of employment) Subsidised staff accommodation available and/or assistance in finding your own accommodation (Conditions apply)