Hospitality Reservations & Guest Experience Specialist

Hilton; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Hilton Kuala Lumpur is seeking a Reservations Agent to actively convert enquiries into bookings, maximise profitability, and deliver memorable guest experiences. You will manage reservations, uphold brand standards, and coordinate with Front Office and Sales teams to ensure smooth operations.

The role requires excellent communication, strong organizational skills, and familiarity with hotel systems such as OnQ and Delphi.

Qualifications

• Strong interpersonal, verbal, and written communication skills.
• Organised with excellent time management.
• Ability to multitask and work under pressure.
• Proficiency with hotel systems OnQ and Delphi.
• English fluency advantageous.

Responsibilities

• Familiarize with Hilton Kuala Lumpur policies and procedures.
• Answer reservation calls promptly per brand standards.
• Maintain OnQ system knowledge.
• Upsell accommodations to maximise revenue.
• Monitor OnQ booking capacity.
• Handle all correspondence the same day; respond within 24 hours.
• Ensure billing passes credit clearance and authorization letters.
• Flag rate deviations to supervisor.
• Coordinate special requests with other departments.
• Maintain reservations files and office correspondence.
• Perform other duties as delegated.

Skills

Interpersonal communication

Verbal and written communication

Time management

Independent and team player

Fluency in English

Tools

OnQ

Delphi

Microsoft Office

Job description

Hilton Kuala Lumpur is seeking a Reservations Agent to actively convert enquiries into bookings, maximise profitability, and deliver memorable guest experiences. You will manage reservations, uphold brand standards, and coordinate with Front Office and Sales teams to ensure smooth operations.

The role requires excellent communication, strong organizational skills, and familiarity with hotel systems such as OnQ and Delphi.