Hotel Reservations & Upsell Specialist

Shangri-La Hotel Kuala Lumpur; Kuala Lumpur; On-site; MYR 33,000 - 61,000; Full time

Job summary

Shangri-La Hotel Kuala Lumpur is seeking a Reservations professional to provide excellent service, review and process reservations, and maximize occupancy and revenue. The role requires experience with Opera PMS, strong English communication, and the ability to upsell room categories.

You will handle inquiries by phone and email, ensure accurate guest profiles, collaborate with other departments, and maintain productive relationships with corporate accounts and travel partners.

Qualifications

• Diploma or Higher Diploma qualification.
• Minimum 1–2 years of working experience in room reservations or call centre operations.
• Knowledgeable in Opera PMS functions and applications.
• Proficient in Microsoft Word and Excel.
• Good command of English with strong written and verbal communication skills.
• Willing to work shifts and extended hours.

Responsibilities

• Provide excellent reservation service to maximize occupancy, room revenue and profitability.
• Review reservations to ensure accuracy of guest profiles.
• Handle inquiries, bookings and correspondence promptly and efficiently.
• Operate reservation systems, including Opera PMS, effectively.
• Upsell higher room categories and packages.
• Provide courteous responses via calls, emails and other channels.
• Maintain relationships with corporate accounts, travel agencies and other sources.
• Collaborate with other departments to ensure smooth reservation operations.

Skills

Customer service

Communication

Multitasking

Teamwork

Attention to detail

Education

Diploma or Higher Diploma in Hotel Management

Tools

Opera PMS

Microsoft Word

Microsoft Excel

Job description

Shangri-La Hotel Kuala Lumpur is seeking a Reservations professional to provide excellent service, review and process reservations, and maximize occupancy and revenue. The role requires experience with Opera PMS, strong English communication, and the ability to upsell room categories.

You will handle inquiries by phone and email, ensure accurate guest profiles, collaborate with other departments, and maintain productive relationships with corporate accounts and travel partners.