Hotel Reservation Specialist

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Limited Full time
Job Overview

We are seeking a highly motivated and customer-focused Hotel Reservation Specialist to join our team at Mandarin Oriental Hotel Group Limited.

Key Responsibilities:
  • Sales Performance: Maximize room sales and revenue through efficient turn-around time and prioritizing up-selling.
  • Reservation Quality: Prioritize the quality of reservations, responding to all reservation sales inquiries through professionally written and spoken communications, including anticipating clients' requirements.
  • Accuracy and Attention to Detail: Maintain a high level of accuracy in daily reservations, monitoring cancellations or changes in reservations, and ensuring relevant information is correct and up to date for relevant departments.
  • Guest Check-In: Check arrival guests or groups of 3-5 daily, ensuring guest information, requirements, and pricing are correct.
  • Guest Information Update: Maintain and update guests' information according to reservation procedures.
  • Revenue Management: Comply with revenue management standards, apply rate management controls, and adhere to the hotel's credit policies to ensure all forecast revenues are met.
  • Product Knowledge: Demonstrate complete product knowledge, remain up to date with all promotions in and around the hotel, and follow established procedures to process all room reservations, rates, confirmations, and hotel facilities.
  • Team Player: Understand and adhere to the hotel's team member rules and regulations. Carry out any other reasonable duties and responsibilities as assigned.
Requirements
  • A team member with an outstanding sales attitude who never loses a sales opportunity.
  • A creative thinker who always looks for different ways to improve, increase productivity, and enhance sales conversion.
  • A passion for serving by delivering exceptional service.
  • Assertiveness to handle challenging conversations.
  • A team player, operating with a sense of urgency and discipline.
  • Good interpersonal and communication skills.
  • Strong computer skills and ideally experience with Property Management System (PMS).
  • Excellent command of written and spoken English with a strong customer-centric mindset; command of other languages (especially Chinese, Japanese, Russian, and Arabic) is an added advantage and will be considered in the remuneration package.
  • Willingness to work shift duties.
  • Ideally, a Diploma holder with a minimum of 1 year in Reservations, Customer Relations, or a similar field.

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