Reservations/CRM Manager

OUR PURPOSE AND CULTURE 

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

The Sales and Marketing Division plays a pivotal role in driving commercial success, cultivating meaningful guest relationships, and maximizing revenue opportunities across the resort. Reporting directly to the Assistant Director of Revenue Management, with a dotted-line relationship to the Director of Sales and Marketing, the Reservations / CRM Manager works closely with Revenue Management, Sales, Marketing, Guest Relations, and Operations teams to deliver exceptional guest experiences while optimizing business performance.

YOUR ROLE

As the Reservations / CRM Manager, you will lead the Reservations function while championing customer relationship management strategies that drive guest loyalty, direct bookings, and revenue growth. You will be responsible for maximizing revenue opportunities, ensuring operational excellence, cultivating relationships with VIP and high-value guests, and delivering personalized experiences that embody Rosewood’s commitment to exceptional hospitality. Through close collaboration with commercial and operational teams, you will contribute directly to the resort’s overall profitability, guest satisfaction, and long-term success.

HOW YOU’LL MAKE THE PLACE 

• Lead and oversee all aspects of the Reservations Department, ensuring operational excellence and achievement of commercial objectives.

• Drive revenue performance through effective inventory management, rate optimization, market segmentation, and strategic revenue initiatives.

• Develop, coach, and inspire the Reservations team to deliver exceptional service and maximize conversion and upselling opportunities.

• Cultivate and manage relationships with VIP and high-net-worth guests, providing personalized pre-arrival planning and bespoke experiences.

• Champion CRM strategies and database integrity by leveraging guest insights, preferences, and analytics to enhance personalization and loyalty.

• Collaborate closely with Sales, Marketing, Guest Relations, and Operations teams to optimize business mix and deliver seamless guest experiences.

• Develop and execute targeted CRM campaigns to increase direct bookings, guest retention, and lifetime customer value.

• Analyze guest feedback and performance trends to continuously improve service delivery, guest satisfaction, and commercial results.

COULD THIS BE YOU? 

• You have a strong background in reservations, revenue management, CRM, or hospitality commercial operations within a luxury hotel environment.
• You are highly analytical and confident interpreting performance data, revenue trends, and financial reports to support strategic decision-making.
• You possess excellent communication skills in both Japanese and English, with the ability to build relationships across diverse stakeholder groups.
• You are experienced in reservations and CRM systems such as Opera, SynXis, Cendyn, and OTA extranets.
• You are a proactive and results-oriented leader who enjoys identifying opportunities and driving continuous improvement.
• You have strong organizational, time-management, and problem-solving skills and can effectively manage multiple priorities in a fast-paced environment.
• You excel at fostering guest loyalty and delivering highly personalized experiences for luxurytravellersand VIP clientele.
• You are confident collaborating with cross-functional teams to achieve commercial, operational, and guest satisfaction goals.

OUR COMMITMENT TO YOU 

At Rosewood Hotel Group, your voice is heard – and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.