Reservation Agent

9783K; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Marriott International in Kuala Lumpur is seeking a reservations agent to process requests received by phone, fax, or mail, identify guest needs, and assign suitable room types. You will verify availability, explain policies, and document special requests in the reservation system.

The role requires handling guest inquiries, maintaining confidentiality, and following escalation procedures with a professional, courteous approach.

Qualifications

• High school diploma or GED equivalent.
• No related work experience required.
• Excellent communication and guest-service orientation.
• Ability to input and access data in reservation systems.

Responsibilities

• Process reservation requests by phone, fax, or mail.
• Identify guest needs and assign appropriate room type.
• Verify room availability and rate; explain policies.
• Document special requests and input codes into reservation system.
• Follow escalation procedures for guest issues.
• Maintain professional appearance and protect guest privacy.
• Assist guests with disabilities; demonstrate strong teamwork.
• Uphold brand standards and confidentiality.

Skills

Customer service

Phone etiquette

Communication skills

Education

High school diploma or GED 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 Number26102843
Job CategoryReservations
LocationCorner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia, Malaysia, 50450VIEW 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 Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.