Guest Experience Reservations Specialist (Mandarin + English)

Beacon Mart; Petaling Jaya; On-site; MYR 36,000 - 48,000; Full time

Job summary

Beacon Mart in Petaling Jaya is seeking a Reservation Executive to deliver exceptional customer service and manage resort reservations, packages and event bookings from enquiry to execution.

You will collaborate with Marketing, Hotel Operations and Sales to ensure accurate arrangements and a seamless guest experience. Fresh graduates are encouraged to apply, with proficiency in HMS and e-commerce platforms as an added advantage.

Qualifications

• Proficiency in English and Mandarin, spoken and written.
• Excellent customer service and communication skills.
• Strong problem-solving abilities and a positive attitude.
• Good product knowledge and willingness to learn.
• Proficiency in Microsoft Office applications.

Responsibilities

• Respond to customer enquiries and resolve issues regarding resort reservations, packages and events.
• Handle enquiries via sales team, email, phone, and WhatsApp.
• Explain resort packages, recommend options and assist customers with bookings.
• Prepare quotations for individual and group bookings.
• Check room and function hall availability and reserve bookings in the booking system.
• Prepare and issue Proforma Invoices, Booking Confirmations and BEOs.
• Follow up on deposits and outstanding balances.
• Handle feedback and complaints professionally and escalate when necessary.
• Assist in arranging post-event review meetings when required.
• Contact guests after stay/event to gather feedback and identify cross-sell/up-sell opportunities.
• Collaborate with Marketing, Operations and Sales teams to ensure accurate execution of bookings and event requirements.
• Perform other duties as assigned.

Skills

Bilingual English & Mandarin

Customer service

Communication

Problem solving

Product knowledge

Microsoft Office

Tools

Hotel Management Systems (HMS)

E-commerce platforms

Job description

Beacon Mart in Petaling Jaya is seeking a Reservation Executive to deliver exceptional customer service and manage resort reservations, packages and event bookings from enquiry to execution.

You will collaborate with Marketing, Hotel Operations and Sales to ensure accurate arrangements and a seamless guest experience. Fresh graduates are encouraged to apply, with proficiency in HMS and e-commerce platforms as an added advantage.