Hotel Reservations & Guest Experience Specialist

Forest City Hotel; Gelang Patah; On-site; MYR 33,000 - 56,000; Full time

Job summary

Forest City Hotel in Gelang Patah, Malaysia is seeking a Reservations Agent to handle inquiries, secure bookings, and manage guest records. You will communicate across channels, provide accurate information on availability and rates, and support other departments to ensure seamless guest experiences.

The role includes updating databases, following up on confirmations, and assisting senior staff with administrative tasks while maintaining high service standards.

Qualifications

• Experience in hotel reservations or guest services preferred.
• Familiarity with reservation systems and databases is a plus.
• Excellent communication and problem-solving skills required.

Responsibilities

• Answer and respond to reservation inquiries via phone, email, and online platforms.
• Book, modify, and cancel reservations as requested by customers.
• Provide accurate information about availability, rates, services, and promotions.
• Maintain customer records and update reservation databases.
• Resolve customer concerns and complaints promptly and professionally.
• Follow up with guests or clients to confirm reservations or address pending issues
• Collaborate with other departments (e.g., front desk, sales, operations) to ensure
• Upsell additional products or services when appropriate.
• Maintain knowledge of company policies, procedures, and offerings.
• Follow up on pending reservations and send confirmations to guests.
• Support the Senior Reservation Agent in administrative and clerical duties.

Skills

Customer service

Reservation system

Communication

Upselling

Team collaboration

Job description

Forest City Hotel in Gelang Patah, Malaysia is seeking a Reservations Agent to handle inquiries, secure bookings, and manage guest records. You will communicate across channels, provide accurate information on availability and rates, and support other departments to ensure seamless guest experiences.

The role includes updating databases, following up on confirmations, and assisting senior staff with administrative tasks while maintaining high service standards.