Manager, Hilton Reservation & Customer Care(HRCC), Tokyo
Under the general direction of the Director, HRCC APAC Operations & Strategic Partners, directs and organizes all departmental activities for the HRCC office in Tokyo, Japan. Serves as the primary point of contact for HRCC, and represents HRCC in Japan . Accountable for the delivery of revenue, cost, customer service, and all operational performance to meet or exceed HRCC standards. Plays an integral role in expanding HRCC's presence in the region by supporting ResMax expansion, as well as HRCC's expansion into new Japanese markets. Manages the day-to-day operation of the HRCC Tokyo office. Develops and implements business processes to achieve agreed upon performance goals including customer service quality, revenue generation and cost.
What will I be doing?
As a Reservations & Customer Care Manager, you are responsible for achieving occupancy targets/levels as identified in the annual budget and marketing plan for Reservations. The Reservations Manager will work with the Sales and Events Teams to develop future and repeat business opportunities. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Accountable for all performance metrics for the Tokyo office, including revenue, conversion, operational and customer service KPI's
- Develops & maintains strong relationships with all hotels in the Japan region and the regional Asia Pacific team
- Disseminates and communicates within the Tokyo office regarding HRCC operational requirements and related strategic projects.
- Acts as a liaison between the HRCC Tokyo office and HRCC's operational and functional support units (Quality, Trianing,Technology, Manpower planning, support desks, etc).
- Implements processes and procedures to ensure HRCC strategies and directives are effectively carried out
- Accountable for the efficient operation of the office, keeping it within overall budget, and within cost per call target established for the office.
- Provide leadership to the office consistent with developed policies and procedures implemented to accomplish corporate objectives.
- Work with HGVC to actively promote value added partnering opportunities such as call transfer programs and information sharing.
- Conduct on-going coaching to ensure maximum selling techniques to achieve sales conversion target
- Ensure recruitment and training is completed in a timely manner for maximum utilization of staffing to maintain peak service level objectives.
- Encourage hotels to visit the office, meet the team and provide product updates.
What are we looking for?
A Hilton Reservations & Customer Care Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
Required Qualifications:
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Supervisory experience with 30+ team members scale before.
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Multilingual abilities (verbal & written) including English and Japanese, strong communication skill with internal and external stakeholders (HRCC worldwide team / Japan hotel GM / Japan regional function team head etc.), team member
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Solid working experience for International Hotel Companies in Japan on sales leader, Reservation Manager or Revenue Management related position role before, working experience in Hilton Japan hotels will be most preferred.
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Mature, can work under pressure and independently
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Ability to travel 10% of the time.
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Proficient with MS Word, Excel, PowerPoint and Outlook.
Preferred Qualification:
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Management experience specific to travel industry, call center sales and or Reservations
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Solid call center operation experience with good knowledge on call center related technology / workforce management like ACD hardware/software, and scheduling and forecasting software.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
