Job Description

Process room reservations via phone, email, online booking platforms, and walk-ins. Ensure all booking information (guest details, payment methods, special requests, etc.) is accurately recorded in the hotel's Property Management System (PMS). Provide detailed information about the hotel's rooms, facilities, and services, and upsell additional amenities where appropriate. Respond to guest inquiries promptly and professionally. Confirm bookings and send confirmation emails, ensuring all relevant details are included. Handle guest requests, cancellations, modifications, and special requests efficiently. Manage VIP, loyalty program, and group reservations with special attention to detail. Liaise with the sales department to manage group bookings, corporate clients, and promotional packages. Update room availability and inventory across all booking platforms, ensuring no overbooking or misallocation of rooms. Maintain a high level of guest satisfaction by handling all guest concerns and complaints promptly and courteously. Anticipate guest needs and provide personalized service. Offer recommendations to enhance the guest experience and improve overall satisfaction. Generate daily, weekly, and monthly reports on room reservations, occupancy rates, and revenue. Analyze booking patterns and trends to support pricing and inventory management strategies. Monitor no-shows, cancellations, and amendments to minimize revenue loss and optimize room inventory. Maintain and update the hotel's Property Management System (PMS) and Channel Management Systems. Ensure all rate codes, discounts and promotional packages are correctly applied and reflected in the system. Proactively recommend upgrades or special offers to guests to maximize room occupancy and revenue.

Education & Experience:

A diploma or degree in hospitality management, tourism, or a related field is preferred. Previous experience in reservations, front office, or a similar role in the hospitality industry. Familiarity with hotel management systems is highly preferred. Excellent verbal and written communication skills. Strong organizational skills and attention to detail Ability to handle high-pressure situations and manage multiple bookings simultaneously. A proactive approach to problem-solving and guest satisfaction. Proficiency in Microsoft Office (Word, Excel) and familiarity with online travel agencies (OTAs) such as Booking.com, The position typically requires shift work, including weekends and public holidays. Fast-paced environment in the hotel's administrative office or front desk area.

Requirements:

A certificate or diploma in Hospitality, Travel, or Business is a plus. 2 years of experience in a customer service, administrative, or hotel front office role is preferred. New graduates with relevant internships will be considered. Proven ability to write clear, grammatically correct, and professional emails and letters (especially reservation confirmation letters).
Job Type: Full-time

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

Flexible schedule Health insurance Maternity leave Meal provided Opportunities for promotion Parental leave Professional development Vision insurance
Ability to commute/relocate:

Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)
Language:

Preferred Chinese Speaking Candidates (Required)
Work Location: In person