Guest Reservation Specialist

Berjaya Penang Hotel; George Town; On-site; MYR 22,000 - 45,000; Full time

Job summary

Berjaya Penang Hotel is seeking a Reservations Agent to handle inquiries via telephone, email, and online platforms. You will process, confirm, amend, and cancel bookings and ensure accurate entry into the PMS.

You will provide guests with information on room types, rates, and hotel facilities, and upsell packages where appropriate. Cooperation with Front Office, Housekeeping and Sales is essential to optimize occupancy and ensure smooth arrivals and departures.

Qualifications

• Experience handling hotel reservations via multiple channels.
• Strong knowledge of PMS data entry and reservation management.
• Ability to upsell room types and packages.
• Excellent guest service and communication skills.
• Familiar with PDPA or data privacy practices.

Responsibilities

• Handle all reservation enquiries via telephone, email, online booking platforms, and other communication channels.
• Process, confirm, amend, and cancel room reservations accurately and promptly.
• Ensure all reservation details are correctly entered into the PMS.
• Provide guests with accurate information regarding room types, rates, promotions, hotel facilities, and services.
• Upsell room categories and hotel packages whenever possible to maximize room revenue.
• Coordinate with the Front Office, Housekeeping, Sales & Marketing, and other departments to ensure smooth guest arrivals and departures.
• Monitor room availability and maintain accurate room inventory.
• Prepare daily, weekly, and monthly reservation reports as required.
• Follow up on tentative bookings, group reservations, and special requests.
• Ensure all reservations comply with the hotel's policies and procedures.
• Handle guest requests, complaints, and enquiries professionally and escalate issues when necessary.
• Maintain confidentiality of guest information in accordance with the Personal Data Protection Act (PDPA).
• Ensure all reservation correspondence is filed and maintained properly.
• Assist in forecasting occupancy and monitoring booking trends.
• Perform any other duties assigned by the Reservation Supervisor, Front Office Manager, or Hotel Management.

Skills

Reservation handling

PMS data entry

Upselling

Guest communication

Reporting

Department coordination

Tools

PMS

Job description

Berjaya Penang Hotel is seeking a Reservations Agent to handle inquiries via telephone, email, and online platforms. You will process, confirm, amend, and cancel bookings and ensure accurate entry into the PMS.

You will provide guests with information on room types, rates, and hotel facilities, and upsell packages where appropriate. Cooperation with Front Office, Housekeeping and Sales is essential to optimize occupancy and ensure smooth arrivals and departures.