Reservation Assistant

3 days ago

Kuala Lumpur, Malaysia Hotel Grand Continental Full time

The Reservation Assistant supports the Reservations Coordinator and Front Office team by managing the day-to-day processing of room reservations. This role is crucial for ensuring accuracy in booking details, providing exceptional customer service during the booking process, and maintaining clear, professional communication with all guests and third-party partners.

**Responsibilities**
- Generate and dispatch official Reservation Confirmation Letters, amendment notices, and cancellation correspondence to guests and agents promptly.
- Maintain organized and up-to-date physical and electronic records of all reservations and correspondence.
- Assist with group block management, including creating group manifests and tracking room pickups.
- Process special requests (e.g., specific bedding, accessibility needs, connection rooms) and ensure these are communicated clearly to the relevant operating departments.
- Explain hotel booking policies, cancellation fees, and payment procedures to guests.
- Handle initial billing inquiries, process advance deposits, and verify credit card information securely.
- Perform daily checks of future bookings for discrepancies, overlap, or missing information.
- Assist in generating daily and weekly reservation reports for the management team.

**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.
- Core Competencies
- Meticulous in data entry and verifying booking information.
- Friendly, patient, and empathetic demeanor when dealing with guest inquiries and concerns.
- Ability to prioritize tasks and work efficiently under pressure during peak booking periods.
- May be required to work a flexible schedule, including rotational shifts, weekends, and public holidays.

Pay: RM2,000.00 - RM2,600.00 per month

**Benefits**:

- Maternity leave
- Meal provided
- Parental leave

Work Location: In person

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