Reservation Officer

3 days ago

Nusajaya, Malaysia Frasers Hospitality Full time

**Job Purpose**

Responsible for handling day-to-day booking operations and reservations for customers, ensuring accurate bookings and timely processing of reservations, maintaining excellent customer service, and providing support to clients and internal teams.

**Primary duties and responsibilities**
- Perform reservation requests and bookings accurately and efficiently using reservation software or computer systems for FIT and group bookings.
- Ensure all reservations are entered accurately and updates are maintained consistently.
- Assist customers with modifying or cancelling reservations as needed, following established policies and procedures.
- Promote special offers, packages, and upgrade to customers to maximize revenue.
- Provide timely flow of information in accordance with the required sales administration process.
- Address customer inquiries, concerns, and requests promptly and courteously.
- Resolve customer complaints and issues related to reservations in a proactive and satisfactory manner.
- By PDPA requirements, keep detailed records of reservations, cancellations, rooming lists, and corporate and travel agent contracts.
- Follow up on payments, Letter of undertaking (LOU) & rooming list where applicable with proper record keeping
- Maintain an organized filing system for reservations, guest profiles, and correspondence in shared drive and HMS
- Maintain frequent and open communications with Director of sales, Sales Managers, Sales Administrator and Operations Manager.
- Coordinate with Front Office and other operation departments to ensure reservations are made in accordance with available resources and services.
- Responsible for all entries of rooms booking in the absence of Reservation Executive.
- Ad-hoc duties when assigned by superior

**Requirements**:

- Diploma or degree in Hospitality, Business Administration, or related field
- Minimum 1-3 years experience in F&B administrative or operations support, ideally within hospitality industry
- Experience in client-facing and collaborative roles
- Strong communication, organizational and time-management skills
- Proficiency in MS Office and hospitality systems

**Required competencies**
- Proactiveness
- Team player spirit
- Sense of ownership/ responsibility over own work
- Problem solving attitude
- Excellent interpersonal and communication skills
- Attention to detail
- Situational awareness

Pay: RM2,300.00 - RM2,800.00 per month

**Benefits**:

- Free parking
- Health insurance
- Maternity leave
- Meal provided
- Parental leave
- Professional development

Ability to commute/relocate:

- Nusajaya (Johor Bahru): Reliably commute or planning to relocate before starting work (required)

Work Location: In person

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