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Hotel Reservation Officer

2 weeks ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia LU MA SERVICES SDN. BHD. Full time 30,000 - 60,000 per year

Key Responsibilities:

Reservation Handling:

  • Process room reservations via phone, email, online booking platforms, and walk-ins.
  • Ensure all booking information (guest details, payment methods, special requests, etc.) is accurately recorded in the hotel's Property Management System (PMS).
  • 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.
  • Confirm bookings and send confirmation emails, ensuring all relevant details are included.
  • 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.

System Management:

  • Maintain and update the hotel's Property Management System (PMS) and Channel Management Systems.
  • Ensure all rate codes, discounts, and promotional packages are correctly applied and reflected in the system.

Sales & Upselling:

  • Promote and sell rooms and hotel services (e.g., spa, dining experiences, transportation services).
  • Proactively recommend upgrades or special offers to guests to maximize room occupancy and revenue.

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.
  • Familiarity with hotel management systems such as Opera, Amadeus, or similar PMS is highly preferred.

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.
  • Proficiency in Microsoft Office (Word, Excel) and familiarity with online travel agencies (OTAs) such as , Expedia, etc.

Key Performance Indicators (KPIs):

  • Booking accuracy and reduction of errors.
  • Timely response to guest inquiries and reservation requests.
  • Achieving room occupancy targets and revenue goals.
  • High guest satisfaction scores related to the booking and reservation process.
  • Efficient management of booking platforms and PMS systems.

Work Conditions:

  • Hours: The position typically requires shift work, including weekends and public holidays.
  • Work Environment: Fast-paced environment in the hotel's administrative office or front desk area.