CRM & Reservations Systems Specialist at Midori no ki · Kutchan…

CRM & Reservations Systems Specialist

Location: Kutchan Cho, Hokkaido

Position Title: CRM & Reservations Systems Specialist

Location: Niseko, Japan

Reports to: Reservations Manager
Contract Term: Full-Time/Part Time/Seasonal
Salary: 300,000-350,000 JPY per month (DOE)

About us

MnK Niseko is an integrated real estate, property management, and hospitality company that has been providing services in Niseko, Hokkaido since 2010. Our customers visit us from all parts of Japan and all over the world. Our team of professionals is diverse and committed to serving their needs in a professional and friendly manner.

MnK Niseko’s offices are located 5 minutes from one of the best ski resorts in the world. We are surrounded by farms, mountains, and nature. We actively encourage personal development and self-improvement via our benefits program, regular performance discussions, and attention to everyone’s needs.

A key part of our company culture is regular cross-department communication and contribution across all MnK Niseko's functions. We help each other. That could mean driving a guest to the mountain, helping to clear snow, or participating in a brainstorming session.

Job Role

The CRM & Reservations Systems Specialist will be responsible for supporting the Sales & Reservations team while taking a lead role in the ongoing development, optimisation and maintenance of MnK's CRM, PMS and customer databases.

The position will combine day-to-day reservations and sales support with a strong focus on systems, data quality, workflow automation, CRM development and process improvement.

The successful candidate will be highly technology-oriented, with experience working with CRM and PMS platforms, databases, automated workflows, integrations, rich text/HTML formatting and basic coding or scripting.

A key responsibility will be ensuring that MnK's customer and booking data is clean, accurate, structured and usable, allowing the business to better understand our guests, automate processes and deliver more targeted marketing and communications.

Working closely with Reservations, Marketing, IT and management to ensure systems are configured around MnK's operational requirements.

When systems and project work are quieter, the position will support the wider Reservations team with direct bookings, agent bookings, OTA reservations and additional guest services bookings.

Key Responsibilities

CRM Management & Development

• Take day-to-day ownership of the functionality, structure and data quality of MnK's CRM.
• Review and improve CRM workflows, pipelines, fields, tags, customer profiles and processes.
• Build and maintain automated workflows to reduce manual administration and improve the guest journey.
• Identify opportunities to automate repetitive reservations and sales processes.
• Develop CRM processes for lead management, enquiries, follow-ups, repeat guests and post-stay engagement.
• Ensure CRM information is consistent and accurately reflects reservation and guest data.
• Work with the Marketing team to develop customer segments for targeted campaigns.
• Assist with CRM integrations with other business systems where required.
• Document CRM processes and maintain clear internal procedures.
  

PMS Systems & Reservations Technology

• Support the ongoing administration and optimisation of the company's PMS.
• Review existing PMS workflows and identify opportunities to improve efficiency and data accuracy.
• Work with Reservations and Operations to ensure the PMS supports actual business processes.
• Assist with configuration of templates, automated communications, booking rules, data fields and workflows.
• Identify gaps between PMS functionality and operational requirements and recommend solutions.
• Work with IT and external software providers on system issues, integrations and improvements.

Database Management & Data Cleansing

• Conduct regular audits of CRM and customer databases.
• Identify and remove duplicate, incomplete, outdated or incorrectly formatted records.
• Standardise customer information, tags, fields and data structures.
• Review historical guest data and determine how it can be better utilised.
• Clean and segment MnK's Mailchimp database.
• Identify inactive, duplicated or incorrectly subscribed contacts.
• Develop useful customer segments based on booking history, nationality, travel behaviour, accommodation type, length of stay and other relevant data.
• Establish processes to maintain database quality going forward.
• Ensure customer data is handled appropriately and in accordance with applicable privacy and communication requirements.

Workflow & Process Improvement

• Review existing Sales & Reservations processes and identify inefficiencies.
• Map current workflows and recommend improved processes.
• Reduce unnecessary manual data entry and duplication.
• Develop automated solutions where practical.
• Create standardised processes for enquiries, bookings, amendments, cancellations and guest communications.
• Work with Reservations and Guest Services to improve the flow of information between departments.
• Monitor whether new workflows are working effectively and make ongoing improvements.

6. Reservations & Sales Support

• Direct guest reservations and enquiries.
• Agent and wholesale bookings.
• OTA reservations and booking management.
• Additional guest services bookings.
• Activity and experience bookings.
• Booking amendments and cancellations.
• Guest communications and pre-arrival information.
• Supporting the team during peak booking periods.

Key Qualities

Essential

• Experience working with a CRM system in a hands-on capacity.
• Experience working with a PMS, booking system or hospitality technology platform.
• Strong understanding of databases and data structures.
• Experience cleaning, organising and segmenting customer databases.
• Experience creating or managing automated workflows.
• Highly proficient with Excel/Google Sheets and data manipulation.
• Strong attention to detail and data accuracy.
• Comfortable troubleshooting systems and investigating why processes are not working as expected.
• Ability to learn new software quickly.
• Strong written and verbal communication skills.

Benefits

• 10 days of paid leave plus public holidays (increasing after 18 months of employment)
• Social security and insurance benefits included
• Company personal improvement subsidy (available after the probationary period; may be used for language study, courses, or equipment)
• Annual company trips and regular seasonal events
• Bi-annual performance-related bonuses (eligible after 12 months of employment)
• Subsidised staff accommodation available and/or assistance in finding your own accommodation