Reservation Agent

Forest City Hotel; Gelang Patah; On-site; MYR 31,000 - 62,000; Full time

Job summary

Forest City Hotel is seeking a proactive guest services associate to greet arriving guests, answer inquiries, and assist with check-in and registration for golf facilities. You will coordinate with caddie teams, driving range, F&B, and other departments, manage reservations, input details, and handle daily bookings and special requests to ensure seamless service delivery.

The role requires excellent communication, familiarity with booking and POS systems, and a customer-first attitude consistent

Responsibilities

• Greet arriving guests politely and offer information about golfing facilities.
• Respond to inquiries regarding services, pricing, packages, and general information.
• Assist guests with check-in, registration, and issuance of game cards.
• Handle bookings via phone, WeChat, email, and walk-ins; input reservation details.
• Coordinate with caddie team, driving range, golf cart team, F&B, and other departments.
• Record daily bookings and assist in billing and payments.
• Proficient in using booking systems, POS, and membership software.
• Organize customer profiles, playing records, and billing documents.
• Assist in reporting and handling irregular situations.
• Carry out any other tasks as assigned.

Job description

• Greet all arriving guests politely and offer information about golfing, driving range, and related facilities.
• Respond to customer inquiries regarding services, pricing, packages, and general information.
• Assist guests with check-in, registration, and issuance of game cards while maintaining a professional and friendly attitude.

2. Reservation Management

• Handle bookings via phone, WeChat, email, and walk-ins efficiently.
• Accurately input reservation details including date, time, number of players, package, and special requests.
• Follow up on booking changes, cancellations, or rescheduling, and ensure timely updates in the system and to relevant departments.

3. Coordination and Communication

• Maintain effective communication with caddie team, driving range, golf cart team, F&B, and other departments to ensure seamless service delivery.
• Adjust tee times or make temporary arrangements during peak hours and promptly inform on-ground staff.
• Record daily bookings, check-ins, and irregular situations for operational reference.

4. System and Administrative Tasks

• Proficient in using booking systems, POS cashier systems, and membership software.
• Organize customer profiles, playing records, billing documents, and signed slips.
• Assist in bill printing, transaction verification, and payment processing.

5. Customer Relationship Management

• Familiarize with preferences of regulars, VIPs, and members to offer personalized service.
• Help collect customer feedback and suggestions to improve service quality.
• When necessary, assist in handling complaints or issues and report to supervisor promptly.

6. Other Duties as Assigned

• Carry out any other tasks assigned by the supervisor as required.