Reservation clerk (hotel)
よやくがかり（ほてる）
Industry & Occupation
Classification
- Major : Service Occupations
- Middle : Customer Service and Food Service Occupations
- Minor : Inn and Hotel Front Desk Clerks
Summary
A job that accepts hotel accommodation reservations via phone, email, and online, and enters and adjusts them into the system.
Description
The reservation clerk (hotel) accepts accommodation reservations through channels such as phone, email, and web, confirms customer preferences, and accurately inputs and updates them into reservation management systems (PMS or GDS). They also handle proposals for accommodation plans, guidance on optional services, rate adjustments, cancellations, and changes, and coordinate with housekeeping, accommodation departments, restaurants, and other departments. During peak seasons, there are many inquiries and complaints, requiring accurate and flexible response skills.
Future Outlook
While some tasks will be automated due to the spread of OTAs and automatic reservation systems, demand for human handling in foreign language support and high-value-added services is expected to continue. Balancing improved customer experience and efficiency will be a challenge.
Personality Traits
Can provide bright and polite customer service / Can respond calmly / Has cooperativeness / Has hospitality
Work Style
Includes night shifts / Office work / Overtime during peak periods / Shift work
Career Path
Reservation clerk (hotel) → Front desk clerk → Concierge → Accommodation manager → General manager
Required Skills
Basic PC operation / Business manners / Email handling / PMS operation / Telephone response skills
Recommended Skills
Customer analysis / Foreign language skills / Revenue management / Upselling and cross-selling
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Requires the ability to flexibly handle sudden reservation changes or complaints. |
| Attention to Detail & Accuracy | Accuracy is emphasized because input errors directly lead to problems. |
| Communication Skills | Because they interact with customers via phone or in person, requiring clear and polite responses. |
| Planning & Organization | Requires planning skills to adjust room inventory, shifts, and reservation status during peak periods. |
| Stress Tolerance | High stress tolerance is needed for peak periods and complaint handling. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Mainly follows existing plans and manuals. |
| Physical Stamina & Endurance | Mainly desk work with low physical demands. |
Related Qualifications
- Hotel Business Operations Certification Exam
- Secretary Certification
- Service Hospitality Certification
- Tourism English Proficiency Test
Aliases
- Accommodation reservation clerk
- Front desk reservation staff
- Hotel reservation staff
Related Jobs
- Accommodation planner
- Concierge
- Front desk clerk
- Travel agency staff