Head of Reservations & Guest Experience

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Regent Kuala Lumpur is seeking a motivated Reservations Leader to manage the day-to-day operations of the Reservations department, ensuring accurate processing of all bookings and maintaining brand standards.

Ideal candidates have 2–4 years in hotel reservations or front office, strong knowledge of reservation systems and revenue management principles, and excellent communication and guest service skills. Fluent English is required.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 2–4 years' experience in hotel reservations or front office, including supervisory experience.
• Strong knowledge of reservation systems and revenue management principles.
• Excellent communication and guest service skills.
• Fluent English required; other languages an advantage.

Responsibilities

• Lead the Reservations department's day-to-day operations.
• Process reservations, amendments, and cancellations accurately and timely.
• Achieve reservation sales targets and occupancy goals.
• Ensure brand standards in guest enquiries and bookings.
• Coordinate with Sales, Front Office and Finance as needed.
• Prepare reservation reports and monitor occupancy.

Skills

Excellent communication

Guest service

Fluent English

Education

Bachelor's degree in Hospitality Management or Business Administration

Tools

Reservation systems

Revenue management principles

Job description

Regent Kuala Lumpur is seeking a motivated Reservations Leader to manage the day-to-day operations of the Reservations department, ensuring accurate processing of all bookings and maintaining brand standards.

Ideal candidates have 2–4 years in hotel reservations or front office, strong knowledge of reservation systems and revenue management principles, and excellent communication and guest service skills. Fluent English is required.