Reservation and Guest Relations Manager

2 weeks ago

Kuala Lumpur, Malaysia MANA MANA SUITES SDN BHD Full time

Position Overview:
As the Reservation and Guest Relations Manager, you will be responsible for overseeing and managing both the centralised reservation system and guest relations department of our hotel. You will lead a team dedicated to providing exceptional customer service to guests while maximising room occupancy and optimizing revenue through strategic reservation management.

Key Responsibilities:
1. Reservations Management
- Monitor and ensure the accuracy of room availability, rates, and promotions across all platforms.
- Coordinate with Sales, Revenue, Front Office, Finance, and Business Development teams to optimise room inventory and revenue.

2. Guest Relations Management
- Remain accessible for urgent guest or CS issues, including after-hours calls when required.

3. Customer Service Excellence
- Review daily CRM activity to ensure follow-ups, guest messages, and tickets are handled efficiently.
- Conduct coaching sessions and provide real-time feedback when call quality or communication tone does not meet standards.

4. Team Management
- Foster a culture of accountability, teamwork, and continuous improvement.
- Ensure seamless communication between reservation, guest relations, and operations teams to maintain alignment.

5. Finance & Refund Coordination
- Review and submit guest refunds to Finance on a daily or weekly basis for approval.
- Ensure all payment and deposit records for group and individual bookings are accurate and supported by complete documentation.

6. System & Process Oversight
- Conduct regular data audits on bookings, cancellations, and guest profiles to ensure consistency across systems.

7. Revenue Optimisation & Reporting
- Work with the Revenue Management team to monitor pricing, adjust rates, and manage room allocation to maximise occupancy.
- Analyse booking trends, guest demographics, and feedback to identify business opportunities and service improvement areas.

8. Reporting and Analysis
- Provide insights and recommendations based on data analysis to support decision-making processes and revenue management strategies.

Qualifications:

- Minimum 5 years’ experience in Reservations, Guest Relations, or Customer Service, ideally within the short-term rental or Airbnb industry.
- Proven leadership skills with experience managing multi-property or remote teams.
- Excellent communication and interpersonal skills to handle guests, staff, and stakeholders effectively.
- Proficient in CRM and PMS systems - eZee
- Strong analytical and problem-solving abilities with attention to operational detail.
- Adaptability to fast-paced environments and ability to respond to real-time operational needs.
- Multilingual proficiency - English, Mandarin, Malay.
- Willingness to be on call for urgent support and to travel for training or site visits when required.

Pay: RM4,000.00 - RM6,000.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Work Location: In person

  • Reservations Agent

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Four Seasons Hotels and Resorts Full time 30,000 - 60,000 per year

    *About Four Seasons:*Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine...

  • Reservations Agent

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Four Seasons Hotels and Resorts Full time 30,000 - 60,000 per year

    About Four Seasons:Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine...

  • Reservation Executive

    4 days ago

    Kuala Lumpur, Malaysia Ibis Styles Kuala Lumpur Fraser Business Park Full time

    The Reservation Executive plays a crucial role in managing reservations, ensuring smooth booking processes, and providing excellent customer service. Fresh graduates are welcome to apply, as this role offers an opportunity for entry-level professionals to kick-start their career in the hospitality industry. **Responsibilities**: - **Reservation...

  • Guest Relation Supervisor

    2 days ago

    Kuala Lumpur, Malaysia Sofitel Kuala Lumpur Damansara Full time

    Welcome guests during check-in and giving a fond farewell to guest while checkout. - Handling guest complaints and concerns in an efficient and timely manner. - Overseeing VIP guests, arrivals and departures. - Coordinating and multi-tasking job duties in a busy environment. - Should possess detailed information about the Hotel, city as well as the...

  • Reservation Agent

    1 week ago

    Kuala Lumpur, Malaysia Ibis Styles Kuala Lumpur Fraser Business Park Full time

    **Role Summary**: The Reservation Agent plays a key role in assisting guests with booking accommodations and providing exceptional customer service. No prior experience is required, making this an ideal opportunity for individuals looking to start their career in the hospitality industry. **Responsibilities**: - **Reservation Handling**: - Provide...

  • Assistant Reservation Manager

    2 weeks ago

    Kuala Lumpur, Malaysia Marriott International, Inc Full time

    **Job Number** 24083798 **Job Category** Reservations **Location** Renaissance Kuala Lumpur Hotel & Convention Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Oversee accuracy of room blocks,...

  • Reservation Agent

    2 weeks ago

    Kuala Lumpur, Malaysia JW Marriott Kuala Lumpur Full time

    **Job Summary** The Room Reservation Agent is responsible for handling all guest room inquiries, reservations, and related services in a professional and courteous manner. The role ensures accuracy in bookings, maximizes occupancy and revenue opportunities, and delivers personalized service to enhance guest satisfaction. **Key Responsibilities** - Provide...

  • Central Reservation Manager

    10 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia HOTEL GRAND CONTINENTAL KL Full time 120,000 - 240,000 per year

    Job Responsibilities:Supervise the centralised reservations team to ensure prompt and professional handling of inquiries.Strong customer service skills and able to maintains highest standard of professionalism and attitude with guest, bookers, group, travel agents and internal room reservation related matters.Monitor reservation systems and ensure accurate...

  • Guest Relation Host

    1 week ago

    Kuala Lumpur, Malaysia Cushman & Wakefield Full time

    **Job Title** Guest Relation Host **Job Description Summary** The Guest Relations Host is a key member of the Cushman & Wakefield onsite account team for the client. This individual is part of a broader Workplace Experience team that aims to ensure employees feel productive, engaged, and well supported in the workplace, and that they can thrive in a...

  • Assistant Reservations Manager

    4 days ago

    Kuala Lumpur, Malaysia Voyager Travel Pte Ltd Full time

    POSITION PURPOSE: Support the Reservations Manager of SHR Hotels in the day-to-day operational matters of the department. - Achieve personal and team revenue/ occupancy targets set by the reporting manager - Adopt a sales focused mindset. Actively identify and recommend opportunities to maximise revenue/ increase conversion rates - Assist the reporting...