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Japanese Bilingual Operation Representative
3 months ago
*Company: A major Japanese travel agency
*Job Title: Operation Representative
*Job Type: Full-Time
*Office: Los Angeles, CA
*Salary: $41,600～$56,000 (Depends on your skills and experience)
*Benefit:
・All paid Health, Dental, and Vision Insurance for employees and their dependents
・401k
・Paid Holiday
*Time: Monday - Friday 5days / a week
*Job Duties:
Primary Job Functions (80%):
Hotel Related Duties:
- Process orders from HQ and branches in Japan and the U.S., including establishing quotes when necessary.
- Check vacancy and reservations for optional tours and hotels for customers who have reserved packaged tours or air reservations.
- Communicate with hotels frequently to ensure accurate reservations.
- Coordinate payments to hotels, check invoices, and report to the Accounting Division with necessary information.
- Negotiate with hotels in the assigned area for pricing, vacancy rates, and additional services when necessary.
- Manage hotel inventory within the assigned area and oversee hotel blocks.
- Maintain and manage the HOPS and Challenge system.
- Share information with related sections regarding hotel closures, renovations, pools, restaurants, etc.
- Investigate and report reservation-related losses and take preventive measures for the future.
- Handle and troubleshoot various hotel-related claims in the assigned area.
- Research and compile ideas to suggest new products.
Manage Hotel Reservations & Sales:
- Oversee all functions related to hotel reservations, quotes, and hotel inventories.
- Manage third-party sites, vendors, hotels, and agents to establish rates, negotiate prices, and implement reservation procedures.
- Research the assigned market, develop sales strategies, and implement approaches to stay competitive.
- Handle claims and provide customer service to ensure customer satisfaction.
- Maintain and develop relationships with existing and new customers, acting as a liaison with internal order processing staff for both domestic and international clients.
- Participate in organizing hotel promotional activities and share information.
- Maximize tour occupancy levels by reviewing and revising strategies.
- Build strong relationships with hotel sales, vendors, attractions, and other travel-related services, as well as communicate with tourism organizations in the West Coast.
- Research market trends, competitors, and customer surveys.
- Attend meetings with other company functions as necessary for business and organizational development.
Customer Assistance:
- Assist customers with airport transfers, hotel and airport check-in, sightseeing guides, and address issues at hotels.
- Arrange scheduling and dispatching of drivers and guides for assigned airports and operations.
- Organize materials for guide assignments, design brochures and flyers for optional tours, create new optional tours, and manage coupons and vouchers.
- Manage tour/driver guides and vendors by assigning them to tours and transportation services, maintaining their schedules and vehicles, and checking tariffs and salaries.
- Arrange optional tours and guides/vendors for other cities, follow up, and assist during weekends for our other branches.
- Develop daily reports and share information with related departments, conducting challenge/HOPS final procedures.
Sales:
- Assist tour guides with optional tours to increase sales activities.
- Conduct tour briefings, including hotel information, information during the stay, information about the area, and optional tour sales.
- Maintain payments for optional tours, transportation, and ticket sales.
Secondary Job Functions (10%):
Optional Tour & Land Package Tour Coordination:
- Arrange and coordinate optional tours in West Coast areas.
- Coordinate vacation optional tours ordered from Japan offices.
- Coordinate optional tours, land package tours, attractions, reservations for hotels or restaurants, transportation, and make changes and adjustments as needed, ensuring accuracy with final confirmation.
- Maintain payments for optional tours, transportation, ticket sales, etc.
- Research and compile ideas to suggest new optional tours.
Official Company Website Maintenance:
- Maintain US optional tour site, vacation tour site, and land package site to keep the contents up to date.
- Research other vendor websites to keep our company's page up to date.
- Process tour inquiries and all other inquiries on both US and Japan websites.
- Create articles with local information and flyers for products.
Ensure High-Quality Customer Service:
- Provide feedback to other staff members on customer service procedures.
- Uphold the company image and maintain the highest level of service.
- Troubleshoot problems related to optional tours by communicating with vendors, etc.
*Education:
- A Bachelor's Degree or equivalent qualification is mandatory.
- Preferred: Two to three years of prior experience in a similar position.
*Qualifications:
- Proficiency in reading, an
