Reservation Officer/ Executive

2 days ago

Kuala Lumpur, Malaysia The Ascott Limited – Kuala Lumpur Full time

**Key Responsibilities**:
**Reservation Handling**:

- Ensure all booking information (guest details, payment methods, special requests, etc.) is accurately recorded in the hotel's Property Management System.
- Provide detailed information about the hotel’s rooms, facilities, and services, and upsell additional amenities where appropriate.

**Guest Communication**:

- Respond to guest inquiries promptly and professionally.
- Handle guest requests, cancellations, modifications, and special requests efficiently.
- Manage VIP, loyalty program, and group reservations with special attention to detail.

**Coordination**:

- Coordinate with other hotel departments (housekeeping, front desk, food & beverage) to ensure seamless guest experiences.
- Liaise with the sales department to manage group bookings, corporate clients, and promotional packages.
- Update room availability and inventory across all booking platforms, ensuring no overbooking or misallocation of rooms.

**Customer Service**:

- Maintain a high level of guest satisfaction by handling all guest concerns and complaints promptly and courteously.
- Anticipate guest needs and provide personalized service.
- Offer recommendations to enhance the guest experience and improve overall satisfaction.

**Reporting & Data Management**:

- Generate daily, weekly, and monthly reports on room reservations, occupancy rates, and revenue.
- Analyze booking patterns and trends to support pricing and inventory management strategies.
- Monitor no-shows, cancellations, and amendments to minimize revenue loss and optimize room inventory.

**Qualifications**:
**Education**:

- A diploma or degree in hospitality management, tourism, or a related field is preferred.

**Experience**:

- Previous experience in reservations, front office, or a similar role in the hospitality industry.

**Skills**:

- Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to handle high-pressure situations and manage multiple bookings simultaneously.
- A proactive approach to problem-solving and guest satisfaction.

Pay: RM2,500.00 - RM4,500.00 per month

**Benefits**:

- Health insurance
- Meal allowance
- Opportunities for promotion

Schedule:

- Monday to Friday
- Rotational shift

Work Location: In person

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