Assistant Reservations Manager

Sunway Sanctuary; Selangor; On-site; MYR 50,000 - 70,000; Full time

Job summary

A senior living complex in Malaysia seeks a Reservations Manager to lead the Reservations team. The role involves overseeing booking processes, enhancing guest experiences, and implementing operational policies. Candidates should have a diploma or degree in Hospitality Management and at least 5 years of experience in reservations, including 2 years in a managerial position. This position offers opportunities for personal and professional growth in a vibrant environment.

Qualifications

• At least 5 years working experience in reservations related operations.
• Minimum 2 years of managerial experience.
• Additional training in Revenue Management or Customer Service preferred.

Responsibilities

• Supervise and guide the Reservations team.
• Oversee the reservations process for accuracy.
• Support revenue management strategies.

Skills

Leadership skills

Communication skills

Problem solving skills

Education

Diploma or Bachelor's Degree in Hospitality Management

Tools

Property Management Systems (PMS)

Online Travel Agent (OTA) platforms

Job description

Sunway Sanctuary is a Senior and Independent living complex, located right next to Sunway Medical Centre in Bandar Sunway. Anchoring on the retirees’ fundamental needs, Sunway Sanctuary takes care of the different facets of senior living through the three dimensions of wellness nestled in a luxurious environment.

Job Scope

Leadership & Team Supervision

• Supervise and guide the Reservations team, allocating daily tasks and ensuring efficiency in execution.
• Monitor telephone manners, service quality, and performance of reservations staff daily.
• Prepare and manage staff work schedules to ensure adequate coverage according to business needs.
• Provide training and coaching to team members; develop and implement personal development plans.
• Maintain a professional, cooperative, and harmonious working climate.

Reservations Operations

• Oversee the full reservations process, ensuring all bookings (including direct, group, and online travel agent [OTA] bookings) are handled promptly, accurately, and in accordance with Sunway Sanctuary policies.
• Review daily bookings, arrival reports, and room blocking (especially for long stays, suites, and special group requests).
• Supervise group reservations and ensure all special requirements are met.
• Ensure special handling of repeat guests and VIP guests to enhance guest loyalty.
• Maintain updated Company/Travel Agent and OTA rates in both the system and correspondence files.
• Liaise with the Sales & Marketing Department regarding occupancy, rates, promotions, and reservations analysis.
• Maintain cordial and professional relations with guests, colleagues and OTA partners.

Revenue & Forecasting

• Support revenue management strategies to maximize occupancy and yield across all booking channels, including OTAs.
• Prepare and update occupancy forecasts regularly.
• Identify top-producing accounts and ensure proper recognition by the Reservations team.
• Monitor room inventory, release blocked rooms as appropriate, and ensure availability accuracy in all systems.
• Produce and distribute relevant reservation and production reports to concerned departments.

Guest Experience

• Ensure all guest requests are handled professionally, promptly, and with genuine care.
• Handle guest complaints or comments in the absence of the Reservations Manager and ensure service recovery where needed.
• Promote Sunway Sanctuary’s facilities, services, and packages to maximize upselling opportunities.
• Ensure repeat guests, long-stay guests, and VIP guests receive personalized attention.

Administration & Policy Compliance

• Implement and enforce departmental policies, procedures, and standards.
• Maintain an accurate filing system for reservations correspondence and documentation.
• Keep up-to-date with promotions, packages, and operational changes, and ensure these are communicated effectively to the team.
• Liaise with the Assistant Guest Service Manager / Manager when room availability status changes and prepare for necessary actions.
• Maintain a neat, organized, and professional work environment at all times.

Job Requirements

• Diploma or Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
• At least 5 years working experience in reservations related operations, with at least 2 years of managerial experience.
• Additional training in Revenue Management, Reservations Systems, or Customer Service will be an advantage.
• Proficiency in Property Management Systems (PMS) and Online Travel Agent (OTA) platforms preferred.
• Good communications and problem solving skills.
• Ability to work independently and handle multiple tasks in a fast-paced environment