Reservation Agent

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hotel chain in Kuala Lumpur is seeking a Reservations Agent to manage all aspects of guest bookings. This role involves ensuring accurate reservation details, handling inquiries, and providing excellent customer service in a busy hotel environment. Ideal candidates should demonstrate strong communication skills and a detail-oriented approach to enhance guest satisfaction.

Qualifications

• Detail-oriented and driven.
• Good communication skills essential.
• Ability to manage inquiries and bookings efficiently.

Responsibilities

• Handle inquiries and bookings according to departmental routines.
• Manage daily reservations and group bookings.
• Provide guests with information on services and activities.

Skills

Fitness

Communication

Multilingual ability

Job description

You have already told us that you are driven and detail-oriented by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it’s as the job title indicates—ensuring all reservations are sold and accurately captured.

The role is physical, requiring you to be on your feet for part of the day, so fitness is important, although reasonable adjustments will be made where possible. Good communication skills are essential due to the busy hotel environment. Multilingual ability is a plus but not essential.

Your day-to-day: Additional duties may be assigned as needed.

Responsibilities include, but are not limited to:

• Handle inquiries and bookings according to departmental routines.
• Review and manage daily reservations.
• Record and process incoming reservations, sending confirmations.
• Manage group reservations.
• Ensure all reservation details are complete, including transportation, amenities, and special requirements.
• Provide guests with information on hotel services and activities.
• Process cancellations and amendments, such as extensions or early departures.
• Record special billing arrangements for reservations and groups.
• Review no-shows and cancellations, processing charges as per hotel policy.
• Stay informed about rate changes, promotions, and close-out dates.
• Monitor reservation levels and inform management of occupancy rates.
• Upsell hotel products and services using suggestive selling techniques.
• Maintain excellent telephone etiquette to meet hotel standards.
• Respond promptly to guest requests.
• Maintain product and service knowledge to effectively sell and explain offerings.
• Provide accurate information to operational departments to meet guest expectations.
• Handle waiting lists and pre-payment reservations.
• Perform additional duties as assigned by the department manager.
• Maintain cleanliness and organization of your work area.
• Demonstrate professionalism at all times.
• Communicate effectively with colleagues and staff to foster teamwork and good rapport.
• Interact professionally with guests and colleagues from diverse cultures.
• Prepare and maintain relevant documentation such as reports, letters, and memos.