Assistant Reservation Manager / Reservation Manager (Hospitality)

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

WIT Venture Sdn Bhd is seeking a Reservations & Guest Experience lead to manage multi-channel inquiries and drive exceptional service. You will supervise a team, monitor KPIs, and ensure a seamless guest journey from pre-arrival to post-stay.

The role requires 2–5 years in reservations or guest services, with strong leadership and communication skills. Grounded in a fast-paced hotel environment, you will coordinate with front office, housekeeping, and maintenance to ensure smooth stays and

Qualifications

• Diploma or degree in hospitality, tourism, business, or related field.
• 2–5 years of experience in reservations, guest services, or hospitality operations.
• Strong leadership, coaching and team management skills.
• Excellent communication and guest handling skills.
• Good problem‑solving and service recovery ability.
• Strong attention to detail and booking accuracy.
• Able to monitor KPIs, reports, and operational performance.
• Familiar with SOPs, process improvement, and cross-team coordination.
• Comfortable working in a fast‑paced, ops‑driven environment.
• Willing to work weekends and public holidays if required.

Responsibilities

• Manage all reservation enquiries across phone, WhatsApp, email, OTAs, and other channels with speed, accuracy, and professionalism.
• Oversee booking performance, including response quality, conversion rate, and reservation accuracy.
• Ensure a seamless guest journey from pre-arrival to post-stay, maintaining service standards aligned with 5-star hotel operations.
• Handle guest requests, escalations, complaints, and service recovery promptly and professionally.
• Lead, supervise, and coach the reservations and guest experience team to achieve service and operational KPIs.
• Monitor team performance, guest feedback, and operational metrics, and implement improvements where needed.
• Review, update, and enforce SOPs to improve consistency, efficiency, and service quality.
• Coordinate closely with front office, housekeeping, and maintenance teams to ensure room readiness, issue resolution, and smooth guest stays.
• Prepare performance reports and support management in driving operational excellence and continuous improvement.
• Support roster-based operations, including weekends and public holidays when required.

Skills

Leadership

Coaching

Team management

Communication

Guest handling

Problem solving

Attention to detail

KPIs

SOPs

Cross-team coordination

Fast-paced environment

Education

Diploma or Degree in Hospitality, Tourism, Business, or related field

Job description

Manage all reservation enquiries across phone, WhatsApp, email, OTAs, and other channels with speed, accuracy, and professionalism.

Oversee booking performance, including response quality, conversion rate, and reservation accuracy.

Ensure a seamless guest journey from pre-arrival to post-stay, maintaining service standards aligned with 5-star hotel operations.

Handle guest requests, escalations, complaints, and service recovery promptly and professionally.

Lead, supervise, and coach the reservations and guest experience team to achieve service and operational KPIs.

Monitor team performance, guest feedback, and operational metrics, and implement improvements where needed.

Review, update, and enforce SOPs to improve consistency, efficiency, and service quality.

Coordinate closely with front office, housekeeping, and maintenance teams to ensure room readiness, issue resolution, and smooth guest stays.

Prepare performance reports and support management in driving operational excellence and continuous improvement.

Support roster-based operations, including weekends and public holidays when required.

Requirements / Skills

Diploma or Degree in Hospitality, Tourism, Business, or related field

2–5 years of experience in reservations, guest services, or hospitality operations

Strong leadership, coaching, and team management skills

Excellent communication and guest handling skills

Good problem‑solving and service recovery ability

Strong attention to detail and booking accuracy

Able to monitor KPIs, reports, and operational performance

Familiar with SOPs, process improvement, and cross-team coordination

Comfortable working in a fast‑paced, ops‑driven environment

Willing to work weekends and public holidays if required

We strive for continuous improvement to foster long‑term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high‑end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long‑term client relationships and a high level of repeat business.

We strive for continuous improvement to foster long‑term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high‑end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long‑term client relationships and a high level of repeat business.