Guest Services Center Agent - Reservations-1

Mandarin Oriental Hotel Group Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel group in Kuala Lumpur seeks a Reservations Agent to maximize room sales and ensure customer satisfaction. Responsibilities include managing accurate reservations, responding to inquiries, and maintaining guest information. Candidates should be team players with strong sales skills, ideally possessing a diploma and relevant experience. Knowledge of multiple languages is an advantage. Shift work is required.

Qualifications

• At least 1 year experience in Reservations, Customer Relations or similar field.
• Ability to communicate effectively in English; additional languages preferred.
• Willingness to work shift duties.

Responsibilities

• Maximize room sales and revenue.
• Respond to reservation sales inquiries.
• Maintain accuracy in daily reservations.
• Check arrival guests' information.
• Comply with revenue management standards.

Skills

Outstanding sales attitude

Creative thinking

Passion for service

Assertiveness

Team player

Good interpersonal skills

Strong computer skills

Excellent English communication

Additional language skills

Education

Diploma in a relevant field

Tools

Property Management System (PMS)

Job description

• Maximize room sales and revenue for the hotel through efficient turn-around time and prioritizing up-selling.
• Prioritizing the quality of reservations, responding to all reservation sales inquiries through professionally written and spoken communications which, includes but not limited to anticipating clients’ requirements.
• High level of accuracy in daily reservations, monitoring cancel or changes in reservations and making sure relevant information correct and up to date for relevant departments.
• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.
• Maintain and update guests’ information by reservation procedures.
• Comply with revenue management standards, apply rate management controls and Hotel’s credit policies, make sure all forecast revenues are met.
• Show complete product knowledge, remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
• Must have a complete understanding of and adhere to the hotel’s team member rules and regulations.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

• A team member with an outstanding sales attitude. Never losing a sales opportunity.
• Creative thinker who, always looks for different ways to improve, increase productivity and sales conversion.
• Possess a passion to serve by delivering exceptional service
• Assertiveness to handle challenging conversations.
• Team player, operating with a sense of urgency and discipline.
• Good interpersonal and communication skills
• Strong computer skills and ideally experience with Property Management System (PMS).
• Excellent command of written and spoken in English with a strong customer centric mindset. Command of other languages both spoken and written is an added advantage and will be considered in the renumeration package. Most sort after (but not limited to) languages will be Chinese, Japanese, Russian and Arabic.
• Willing to work shift duties.
• Ideally, a Diploma holder with minimum 1-year in Reservations, Customer Relations, or a similar field.
• Malaysia work authorization is required for this position. Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.