Reservation Agent

1DWOZ; Bandar Penawar; On-site; MYR 28,000 - 50,000; Full time

Job summary

Marriott International in Malaysia (Berhad) is seeking a Reservations Associate to process reservation requests, changes, and cancellations by phone, fax, or mail. You will identify guest needs, select appropriate room types, verify availability and rates, and explain guarantee and cancellation policies to callers.

You will input data into the reservation system, handle special requests, and escalate guest concerns following company procedures.

Qualifications

• Education: High school diploma or GED equivalent.
• No related work experience required.
• Ability to follow policies and procedures.

Responsibilities

• Process reservation requests, changes, and cancellations.
• Identify guest needs and determine appropriate room type.
• Verify availability and rate for requested room type.
• Explain guarantee, rate, and cancellation policies to callers.
• Input and access data in the reservation system.
• Follow escalation procedures for guest concerns.

Skills

Customer service

Phone etiquette

Reservation skills

Education

High school diploma or equivalent

Tools

Reservation system

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Additional Information
Job Number26092108
Job CategoryReservations
LocationJalan Pantai 3, Bandar Penawar, Johor, Malaysia, 81930VIEW ON MAP
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

POSITION SUMMARY

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.