RESERVATION AGENT
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Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.
A Reservation Agent acts as the primary contact for customers, handling phone, email, and online inquiries to book hotel rooms, travel, or services while maximizing revenue. They manage bookings, modifications, and cancellations, provide accurate information on rates and availability, and deliver exceptional customer service to ensure high satisfaction.
Key responsibilities
Process, confirm, modify, and cancel reservations via telephone, email, and property management systems (PMS)
Promote hotel facilities, special packages, and room upgrades to maximize revenue
Respond promptly and professionally to inquiries, providing detailed information regarding rates, amenities, and policies
Liaise with the front office, sales, and housekeeping departments to manage VIPs, group bookings, and special requests
About you
1-2 years experience in reservations, front office, or customer service
Proficiency in PMS systems (e.g., Opera) and Microsoft Office
Proven ability to handle difficult guests, complaints, and urgent, fast-paced situations effectively
Ability to manage multiple booking requests, emails, and phone calls simultaneously
Quick problem-solving skills for evaluating alternatives and finding solutions for overbooking or special requests
Clear, professional verbal and written communication skills, often in multiple languages
Willingness to work flexible shifts, including weekends and public holidays
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