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 inquiries and bookings accurately. This role requires strong communication skills and attention to detail, as well as the ability to effectively interact with guests from diverse cultures. The ideal candidate should be customer-oriented and capable of upselling hotel services. Joining our team means being part of a fast-paced environment, where you will play a crucial role in ensuring guest satisfaction.

Benefits

Employee discounts

Career development opportunities

Qualifications

• Strong communication skills to effectively interact with colleagues and guests.
• Ability to handle inquiries and bookings with attention to detail.
• Skills in upselling and selling hotel products and services.

Responsibilities

• Handle inquiries and bookings as per department routines.
• Record and process reservations and cancellations.
• Provide information on hotel services and activities.

Skills

Attention to detail

Communication skills

Multilingual ability

Customer service orientation

Job description

You have already told us that you are driven and detailed 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 says really, you’ll be making sure all our reservations are sold and captured accurately.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.

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

Responsibilities include but are not limited to the following:

• Handles inquires and bookings in accordance with the department’s routine.
• Reviews and deals with the daily reservation.
• Records and processes in-coming reservations with confirmation sent out.
• Records and processes group reservations.
• Ensures all facts of a reservation have been action. Example: Transportation, Amenity and special requirement etc.
• Provides information to clients on hotel services, activities.
• Processes cancellation / amendments to reservations (extension, early departure, number of rooms).
• Records special billing arrangements for all transient reservations and groups, conventions.
• Review no-show and cancelled reservations and processes charges according to hotel’s policy.
• Be aware of rate changes/ special offers/ promotions/close out dates.
• Monitors reservation levels and inform Managers on current and future occupancy rate.
• Sells the hotel and other products and services using up-selling and suggestive selling techniques.
• Maintains high level of telephone skills to meet hotel standard.
• Ensures all guest requests are responded in timely manner.
• Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests.
• Ensures correct and relevant information to the operating departments so that customer’s expectations are satisfied.
• Handles and follows up waiting lists and pre-payment reservation.
• Sundry duties initiated by the department manager.
• Ensures a high level of cleaning is maintained in your work area.
• Demonstrates professional attitude and behavior at all times.
• Interacts with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication.
• Deals effectively with guests and workplace colleagues from a variety of cultures.
• Prepares and maintains files, reports, letters, memorandums and other relevant business documentation.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.