Guest Experience & Reservations Specialist

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

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.