Cluster Reservations Agent

About the role

The Cluster Reservations Agent manages all aspects of group bookings across multiple properties, ensuring accuracy, efficiency and a high standard of service, and also supports individual reservations when business demands require. The role coordinates closely with operational teams so that group reservations are properly prepared before guest arrival, optimizes occupancy and keeps departments communicating smoothly. It is based in Osaka and may involve occasional travel to Kyoto.

Key responsibilities

• Handle reservation enquiries, bookings, modifications and cancellations by phone, email, FS Chat and other approved channels, including room blocks, rooming lists and coordination with Sales and Events teams.
• Maintain accurate guest and reservation records, including travel information, preferences, dietary requirements and payment details.
• Use reservation systems, PMS and CRS tools to create, retrieve and amend reservations, and process requests such as employee, Friends & Family, complimentary and travel agent bookings.
• Prepare reservation documentation such as proforma invoices and payment requests, and promote facilities and services while supporting cross-selling.
• Take part in quality assurance programmes such as test calls, call evaluations and mystery shop assessments, and act on feedback from monitoring and coaching.
• Identify upselling and cross-selling opportunities and support occupancy, ADR, RevPAR and revenue goals.
• Follow Four Seasons policies, work rules and confidentiality requirements, and perform additional tasks assigned by the Reservations Supervisor or Manager.

Required profile

• Strong verbal and written communication skills and excellent English; additional languages are an advantage.
• Flexibility to work varying shifts, weekends and public holidays across multiple properties.
• Attention to detail, accuracy and professionalism, with a service-oriented approach.
• Ability to prioritize workload and work well with colleagues and cross-functional teams.

Required skills

• Proficiency in Property Management Systems (PMS), Central Reservation Systems (CRS) and reservation platforms.
• Working knowledge of Microsoft Office (Outlook, Word, Excel, Teams).
• Knowledge of room inventory, rates, packages and revenue optimization principles.

What we offer

• Competitive salary, wages and a comprehensive benefits package.
• Training and development opportunities.
• Employee discount on stays at any Four Seasons worldwide.
• Complimentary dry cleaning for employee uniforms and one free employee meal per shift.