Reservation Agent

Sofitel; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Jora Malaysia is seeking a Reservation Agent to manage room reservations and deliver excellent guest service. You will handle enquiries by phone, email and online channels, process bookings, and support revenue optimisation in line with hotel standards.

You will coordinate with Front Office, Sales, and Housekeeping, upsell packages, and ensure accurate records and smooth pre-arrival arrangements. A diploma in Hospitality or related field and English fluency are preferred; experience with Opera

Qualifications

• Diploma or Certificate in Hospitality Management or related field preferred.
• Minimum 1–2 years of experience in Reservations, Front Office, or customer service in hospitality industry is an advantage.
• Good communication and interpersonal skills.
• Familiarity with Opera or other hotel reservation systems is preferred.
• Strong telephone etiquette and customer service skills.
• Ability to work independently and handle multiple tasks efficiently.
• Proficient in Microsoft Office applications.
• Fluent in English; additional languages are an added advantage.

Responsibilities

• Handle room reservation enquiries via telephone, email, and online channels professionally and efficiently.
• Process new reservations, amendments, cancellations, and special requests accurately in the hotel system.
• Provide guests with information regarding room types, rates, promotions, hotel facilities, and packages.
• Ensure all reservation details, billing instructions, and guest preferences are accurately updated in the system.
• Coordinate with Front Office, Sales, Housekeeping, and other departments regarding guest arrangements and room availability.
• Monitor room inventory and assist in maximising room occupancy and revenue opportunities.
• Upsell room categories, packages, and hotel services whenever possible.
• Ensure compliance with hotel reservation policies, procedures, and brand standards.
• Handle group bookings and corporate reservations when required.
• Maintain accurate filing and reservation records for audit and operational purposes.
• Follow up on reservation confirmations, deposits, guarantees, and payment arrangements.
• Assist guests with special requests and ensure smooth pre-arrival arrangements.
• Respond promptly to guest feedback and reservation-related concerns professionally.

Skills

Good communication

Interpersonal skills

English fluency

Education

Diploma or Certificate in Hospitality Management

Tools

Opera or other hotel reservation systems

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.

The Reservation Agent is responsible for handling hotel room reservations and ensuring accurate booking processes while delivering exceptional customer service. The role manages reservation enquiries through telephone, email, and online platforms, assists guests with booking arrangements, and supports revenue optimisation in accordance with hotel standards and brand expectations.

The Reservation Agent plays an important role in maximising room sales, maintaining reservation accuracy, and creating positive guest experiences before arrival.

Key Responsibilities

• Handle room reservation enquiries via telephone, email, and online channels professionally and efficiently.
• Process new reservations, amendments, cancellations, and special requests accurately in the hotel system.
• Provide guests with information regarding room types, rates, promotions, hotel facilities, and packages.
• Ensure all reservation details, billing instructions, and guest preferences are accurately updated in the system.
• Coordinate with Front Office, Sales, Housekeeping, and other departments regarding guest arrangements and room availability.
• Monitor room inventory and assist in maximising room occupancy and revenue opportunities.
• Upsell room categories, packages, and hotel services whenever possible.
• Ensure compliance with hotel reservation policies, procedures, and brand standards.
• Handle group bookings and corporate reservations when required.
• Maintain accurate filing and reservation records for audit and operational purposes.
• Follow up on reservation confirmations, deposits, guarantees, and payment arrangements.
• Assist guests with special requests and ensure smooth pre-arrival arrangements.
• Respond promptly to guest feedback and reservation-related concerns professionally.

Requirements & Qualifications

• Diploma or Certificate in Hospitality Management or related field preferred.
• Minimum 1-2 years of experience in Reservations, Front Office, or customer service in hospitality industry is an advantage.
• Good communication and interpersonal skills.
• Familiarity with Opera or other hotel reservation systems is preferred.
• Strong telephone etiquette and customer service skills.
• Ability to work independently and handle multiple tasks efficiently.
• Proficient in Microsoft Office applications.
• Fluent in English; additional languages are an added advantage.