reservation assistant

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hotel Grand Continental Kuala Lumpur Full time 24,000 - 31,200 per year

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

  • Accurately input, modify, and cancel guest room reservations received via phone, email, website, and third-party booking channels (OTAs).
  • 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.
  • Answer reservation phone lines and emails in a professional and courteous manner, providing information on room types, rates, packages, and hotel amenities.
  • 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
  • Proven ability to write clear, grammatically correct, and professional emails and letters (especially reservation confirmation letters).
  • 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.

Job Type: Full-time

Pay: RM2, RM2,600.00 per month

Benefits:

  • Maternity leave
  • Meal provided
  • Parental leave

Work Location: In person

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