Japanese Bilingual Operation Representative

*HRAIT/aiTWorks, an employment agency (https://hr.aitworks.com/) is looking for a candidate who seeks Operation Representative at a major Japanese travel agency located in Los Angeles, California

*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.
• Respond to and follow up on reservation inquiries by email, telephone, and personal visits as needed.
• 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.
• Respond to customer claims, develop reports, respond to phone calls, and emails.
• 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, analyzing, and interpreting general business periodicals, professional journals, and government regulations in both English and Japanese.
• Ability to write reports, business correspondence, and procedure manuals in both English and Japanese.
• Effective communication skills to present information and respond to inquiries from diverse audiences, including managers, staff, clients, customers, and the general public, in both English and Japanese.
• Proficient in using computer applications like Microsoft Windows, Word, and Excel.

Job Type: Full-time

Salary: $41,600.00 - $56,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Language:

• Japanese (Preferred)
• English (Preferred)

Work Location: In person