Job Description

(For Malaysian Applicant only)

The Reservation & Loyalty Coordinator is responsible for managing inquiries and reservation-related arrangements for loyal returnee guests, defined as guests visiting for the fifth stay and above. The role focuses on delivering a seamless pre-arrival experience by coordinating accommodation details, airport transfers, dining arrangements, activities, spa bookings, and special preferences to ensure accuracy and personalisation for these valued guests.

The position also supports the Reservations team on general tasks, including responding to reservation emails, payment matters, and ensuring high service standards in line with hotel policies, procedures, and Leading Hotels of the World (LHW) standards. To summarise, it is not the intention of this to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of the position. All associates are expected to remain committed to their roles and to the success of the resort, maintaining flexibility in performing duties across the department when required.

Loyalty & Returnee Guest Management

1. Handle all inquiries from returnee guests (fifth visit and above).

2. Manage all pre-arrival communication for loyal guests.

3. Coordinate personalised arrangements including transfers, dining, activities and spa.

4. Verify all pre-arrival details for accuracy.

5. Maintain updated records of returnee guest preferences.

6. Communicate special requests clearly to all departments.

7. Assist with loyalty-related documentation, welcome arrangements and guest recognition.

8. Work in dotted-line coordination with the Front Office - Loyalty department on loyalty-related matters to ensure seamless communication and consistency in guest experience.

9. During the absence of the Reservation & Loyalty Coordinator, the Loyalty team will assist with all tasks related to returnee guests, including responding to the emails, pre-arrival arrangements, confirmations, preferences and internal coordination.

Pre-Arrival Coordination

1. Compile and verify all information needed for pre-arrival checklists.

2. Follow up with guests for any missing details.

3. Prepare pre-arrival confirmations, itineraries, and personalised schedules.

4. Ensure all arrangements are accurately updated in the system.

5. Coordinate with Front Office, F&B, Spa, Concierge, and other relevant departments.

Reservations Support

1. Assist the team with reservation email inquiries, payment follow-ups and clarification.

2. Prepare confirmation, modification and cancellation correspondence.

3. Ensure correct application of rate codes, policies and promotions.

4. Update reservation data accurately and promptly.

5. Support the team during peak periods, high workload or staff absence.

Administrative & Operational Responsibilities

1. Maintain filing, documentation and communication tracking systems.

2. Ensure compliance with LQA communication and service standards.

3. Protect guest privacy and maintain strict confidentiality.

4. Follow escalation procedures for guest concerns or irregularities.

5. Support cross-departmental collaboration to ensure guest satisfaction.

6. Perform any other reasonable duties as assigned by Managers.

1. Strong passion for guest service, personalisation and delivering exceptional customer experiences.

2. Excellent organisational skills with strong attention to detail, able to prioritise and manage multiple tasks in a fast-paced, ever-changing environment.

3. Highly responsible, reliable, patient and professional in all interactions.

4. Strong interpersonal, communication and writing skills, with the ability to engage effectively with loyal returnee guests and internal teams.

5. Professional and polished telephone and email etiquette; able to speak clearly, courteously and confidently at all times.

6. Ability to remain calm, composed, courteous and accurate under pressure while addressing guest needs.

7. Ability to work both independently and cohesively as part of a team, supporting colleagues to achieve shared goals.

8. Ability to be assertive when required while maintaining professionalism and guest-focused behaviour.

9. Outstanding guest service, service recovery and communication skills, with professional presentation and personal grooming standards.

10. Proficient in English and Bahasa Malaysia, both verbal and written.

11. Knowledge of reservation systems (training will be provided) and ability to handle sensitive guest information with strict confidentiality.

12. Flexible working hours, including shift-based operations, with the ability to adapt to operational demands.

13. Ability to anticipate guest needs, welcome and acknowledge all guests according to company standards, and assist individuals with disabilities when required.

14. Ability to develop and maintain positive working relationships with colleagues, respond appropriately to concerns and contribute to a supportive team environment.

15. Ability to comply with LQA, SOP and quality assurance standards consistently.

16. Commitment to practising and upholding The Datai Langkawi Core Values at all times.

17. Strong sales, guest engagement and service-driven skills to enhance guest experience and maximise revenue where appropriate.

18. Ability to maintain the strictest confidentiality regarding guest, sales, and personnel-related matters.

Job Type: Full-time

Pay: RM3,500.00 per month

Benefits:

Health insurance Meal provided Opportunities for promotion Parental leave Professional development
Work Location: In person