Customer Sales Associate

Shangri-La Hotel Kuala Lumpur; Kuala Lumpur; On-site; MYR 33,000 - 61,000; Full time

Job summary

Shangri-La Hotel Kuala Lumpur is seeking a Reservations professional to provide excellent service, review and process reservations, and maximize occupancy and revenue. The role requires experience with Opera PMS, strong English communication, and the ability to upsell room categories.

You will handle inquiries by phone and email, ensure accurate guest profiles, collaborate with other departments, and maintain productive relationships with corporate accounts and travel partners.

Qualifications

• Diploma or Higher Diploma qualification.
• Minimum 1–2 years of working experience in room reservations or call centre operations.
• Knowledgeable in Opera PMS functions and applications.
• Proficient in Microsoft Word and Excel.
• Good command of English with strong written and verbal communication skills.
• Willing to work shifts and extended hours.

Responsibilities

• Provide excellent reservation service to maximize occupancy, room revenue and profitability.
• Review reservations to ensure accuracy of guest profiles.
• Handle inquiries, bookings and correspondence promptly and efficiently.
• Operate reservation systems, including Opera PMS, effectively.
• Upsell higher room categories and packages.
• Provide courteous responses via calls, emails and other channels.
• Maintain relationships with corporate accounts, travel agencies and other sources.
• Collaborate with other departments to ensure smooth reservation operations.

Skills

Customer service

Communication

Multitasking

Teamwork

Attention to detail

Education

Diploma or Higher Diploma in Hotel Management

Tools

Opera PMS

Microsoft Word

Microsoft Excel

Job description

Provide excellent reservation service delivery to maximize room occupancy, room revenue and profitability.

Promote customer retention and guest loyalty through professional and efficient service.

Demonstrate thorough knowledge of hotel policies, procedures, facilities, services, room products, rates, layouts, amenities and benefits.

Review all reservations prior to guests' arrival and ensure accuracy of reservation and guest profile information.

Handle reservation enquiries, bookings and correspondence promptly and efficiently.

Operate reservation systems and equipment effectively, including Opera PMS.

Understand room rate strategies and identify opportunities for upselling higher room categories and packages.

Apply effective selling, cross-selling and upselling techniques to maximize room conversion and revenue.

Provide prompt, courteous and professional responses to guests through phone calls, emails and other communication channels.

Answer incoming calls within three rings and ensure timely follow-up on all enquiries.

Negotiate and recommend suitable room packages, alternatives and solutions to meet guests' needs.

Ensure high service quality and guest satisfaction throughout the reservation process.

Maintain good relationships with corporate accounts, travel agencies, airlines and other booking sources.

Work closely with other departments to ensure smooth reservation operations.

Adhere to room rate guidelines, inventory controls and revenue optimization strategies.

Ensure consistency of room rates across all distribution channels.

Participate actively in departmental meetings and assist in improving departmental processes.

Follow up on assigned cases until completion and resolve guest issues effectively.

Comply with hotel credit policies and billing requirements.

Uphold Shangri-La's service standards, corporate values and guiding principles.

Comply with fire and life safety procedures and participate in emergency drills.

Maintain personal hygiene, grooming, sanitation and workplace cleanliness standards.

Practise environmental awareness, recycling and energy conservation.

Handle hotel equipment, tools and properties responsibly.

Perform other ad hoc duties and special projects assigned by management.

Job Requirements (JR)

Diploma or Higher Diploma qualification.

Minimum 1-2 years of working experience in room reservations or call centre operations.

Knowledgeable in Opera PMS functions and applications.

Proficient in Microsoft Word and Excel.

Good command of English with strong written and verbal communication skills.

Good health and pleasant, well-modulated speaking voice.

Good memory and attention to detail.

Self-motivated, passionate and willing to develop multi-skilled capabilities.

Strong teamwork and interpersonal skills.

Meticulous, organized and able to multitask.

Willing to work shifts and extended hours.

Knowledge of distribution systems such as Opera, GDS and Channel Manager is an added advantage.

Hospitality training or background is an added advantage.

Degree or Diploma in Hotel Management is an added advantage.

Proficiency in e-travel platforms, internet and third-party booking websites is an added advantage.

Previous experience in an international hotel or key competitor is an added advantage.

Able to manage multiple priorities in a fast-paced working environment.

Highly driven and results-oriented.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?

At Shangri-La Group, joy is more than a feeling - it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.

At Shangri-La Group, joy is more than a feeling - it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.

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