EN - Reservation Agent

Accor; Johor Bahru; On-site; MYR 33,000 - 47,000; Full time

Job summary

Novotel Johor Bahru City Centre is seeking a professional Reservations Agent with strong English and front desk experience. You will be the first contact for guests, handling inquiries, bookings, and special requests with a focus on accuracy and guest satisfaction.

Responsibilities include upselling, coordinating with other departments, and maintaining up-to-date knowledge of rates and promotions to ensure a smooth booking experience. A flexible schedule and a passion for service are essential.

Qualifications

• Minimum of 1 year experience in Front Office, Reservations, or Sales, preferably in hospitality.
• Excellent command of English; knowledge of additional languages is a plus
• Professional telephone etiquette and strong written communication skills
• Proficiency in Property Management Systems (e.g., Opera) and Microsoft Office applications
• Detail-oriented with the ability to multitask in a fast-paced environment
• Flexible availability to work various shifts, including weekends and holidays
• Customer-focused mindset with a passion for delivering exceptional service
• Ability to work collaboratively in a team environment
• Strong organizational skills and attention to detail

Responsibilities

• Respond promptly and professionally to all room reservation inquiries via phone, email, and other communication channels
• Efficiently book accommodations for guests across leisure, business travel, and group bookings
• Accurately record all required reservation information in the Property Management System
• Upsell room types and additional services to maximize revenue while meeting guest needs
• Provide detailed information about the property, amenities, and local attractions in Johor Bahru
• Collaborate with other departments to ensure guest requests and special requirements are met
• Handle changes, cancellations, and special requests with a customer-centric approach
• Maintain up-to-date knowledge of room availability, rates, and promotions
• Assist in resolving customer complaints and concerns in a timely and professional manner
• Contribute to continuous improvement of reservation processes and guest experience

Skills

Reservations

Front Office

Customer Service

English Proficiency

MS Office

Tools

Opera PMS

Job description

Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionWe are seeking a professional and customer-focused Reservations Agent to join Novotel Johor Bahru City Centre. As a Reservations Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring a smooth booking experience.

• Respond promptly and professionally to all room reservation inquiries via phone, email, and other communication channels
• Efficiently book accommodations for guests across various market segments, including leisure, business travel, and group bookings
• Accurately record all required reservation information in our Property Management System
• Upsell room types and additional services to maximize revenue while meeting guest needs
• Provide detailed information about our property, amenities, and local attractions in Johor Bahru
• Collaborate with other departments to ensure guest requests and special requirements are met
• Handle changes, cancellations, and special requests with a customer-centric approach
• Maintain up-to-date knowledge of room availability, rates, and promotional offers
• Assist in resolving customer complaints and concerns in a timely and professional manner
• Contribute to the continuous improvement of our reservation processes and guest experience

Qualifications

• Minimum of 1 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry
• Excellent command of English; knowledge of additional languages is a plus
• Professional telephone etiquette and strong written communication skills
• Proficiency in Property Management Systems (e.g., Opera) and Microsoft Office applications
• Detail-oriented with the ability to multitask in a fast-paced environment
• Strong problem-solving skills and ability to make decisions independently
• Flexible availability to work various shifts, including weekends and holidays
• Customer-focused mindset with a passion for delivering exceptional service
• Ability to work collaboratively in a team environment
• Strong organizational skills and attention to detail

Additional Information Strong interpersonal and problem solving abilities Fluency in English, additional languages are a plus