ADMIN EXECUTIVE / RESERVATION EXECUTIVE

THE PEARL KUALA LUMPUR; Kuala Lumpur; On-site; MYR 33,000 - 61,000; Full time

Job summary

THE PEARL KUALA LUMPUR is seeking a Reservations Officer to handle bookings across phone, email, and online channels, ensuring accurate entry into the PMS and timely updates.

You will coordinate with Front Office, Sales, Revenue, Housekeeping and other departments, apply rates and packages, manage deposits and cancellations, and produce daily reservation reports.

Responsibilities

• Handle reservation enquiries through telephone, email, website, online travel agencies, and other booking channels.
• Create and update reservations accurately in the PMS or reservation system.
• Process new bookings, amendments, cancellations, extensions, and no-show reservations.
• Check room availability, rates, packages, and booking conditions before confirming reservations.
• Ensure all guest details, payment information, preferences, and special requests are accurately recorded.
• Follow up on tentative and pending reservations.
• Other jobs may assign by senior or manager from time to time.

Job description

Handle reservation enquiries through telephone, email, website, online travel agencies, and other booking channels.

Create and update reservations accurately in the PMS or reservation system.

Process new bookings, amendments, cancellations, extensions, and no-show reservations.

Check room availability, rates, packages, and booking conditions before confirming reservations.

Ensure all guest details, payment information, preferences, and special requests are accurately recorded.

Follow up on tentative and pending reservations.

Other jobs may assign by senior or manager from time to time.

2. Customer Service

Respond promptly and professionally to enquiries.

Provide accurate information regarding room types, rates, packages, facilities, policies, and availability.

Assist guests with special requests and arrangements.

Handle reservation-related complaints professionally and elevate complex matters when necessary.

Maintain a high standard of telephone and written communication.

3. Reservation Accuracy & Administration

Ensure all reservations are entered correctly and updated in a timely manner.

Verify booking details and minimize errors, duplicate bookings, and discrepancies.

Maintain proper documentation and filing of reservation records.

Follow company procedures regarding deposits, guarantees, cancellations, and payment terms.

Protect guest information and maintain confidentiality.

4. Coordination

Coordinate with Front Office, Sales, Revenue, Housekeeping, Finance, and other departments regarding reservation requirements.

Communicate VIP bookings, special requests, group bookings, and other important information.

Assist with group, corporate, and travel-agent reservations when required.

5. Revenue & Inventory Support

Monitor room availability and booking restrictions.

Apply approved rates, promotions, packages, and special offers correctly.

Identify potential opportunities to upsell room types, packages, or additional services.

Escalate potential overbooking, inventory, or rate discrepancies to the Senior Executive/Manager.

6. Reporting

Assist in preparing daily and monthly reservation reports.

Monitor cancellations, amendments, no-shows, and booking trends.

Report reservation discrepancies or operational issues to the Senior Executive or Manager