Reservation Agent

Hilton Worldwide, Inc.; Malacca City; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading global hospitality company is seeking a Reservation Agent to maximize room sales and provide exceptional guest services. The role requires a university graduate with a passion for hospitality and a strong command of English and Chinese. Responsibilities include managing reservations, ensuring accurate information, and maintaining high service standards. This position offers an opportunity to grow within a supportive team dedicated to creating remarkable experiences.

Qualifications

• University graduate.
• Excellent command of written and spoken English and Chinese.
• Good interpersonal and communication skills.

Responsibilities

• Maximize room sales and revenue for the hotel.
• Check daily all new reservations, and ensure correct information.
• Maintain high level guest service standards.
• Develop the Reservations and Group & Tour teams.

Skills

Hospitality

Integrity

Leadership

Teamwork

Ownership

Sense of urgency

Discipline

Interpersonal skills

Communication skills

Education

University graduate

Job description

Job Description

Reservation Agent (Job Number: HOT0C9HR)

Work Locations

DoubleTree by Hilton Melaka
23 Jalan Melaka Raya
Melaka, TBD

Responsibilities

• Complete Hilton University courses and pass the tests.
• Be familiar with hotel product knowledge and activities.
• Maximize room sales and revenue for the hotel, prioritizing up‑selling.
• Check daily all new reservations, cancel or change reservations, and ensure information passed to relative departments is correct.
• Check arrival guests or groups of 3‑5 daily, ensuring the guest information, requirements, and price information is correct.
• Perform secretarial duties including preparing correspondence, maintaining files, sending faxes, e‑mail, etc.
• Always maintain a sales attitude, not losing any sales opportunity.
• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.
• Ensure all commissions are correct and followed up promptly.
• File all reject business with reasons.
• File all correspondence correctly and up to date.
• Comply with the hotel credit policy and ensure forecast revenues are met.
• Comply with set rooms supply and price control.
• Maintain and update guests’ information and sales data by reservation procedures.
• Maintain high level guest service standards.
• Ensure all information input is correct.
• Keep close attention to team members’ requirements, including workload and duties, to fulfill operation needs.
• Maintain clean and tidy work areas at all times.
• Comply with all company policies relating to reservations.
• Comply with all systems and procedures as laid down by the hotel.
• Prioritize the quality of reservations.
• Strictly follow brand standards.
• Ensure all team members understand and adhere to the hotel’s team member rules and regulations.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

Qualifications & Desired Qualities

• Hospitality – passion for delivering exceptional guest experience.
• Integrity – do the right thing all the time.
• Leadership – leaders in industry and communities.
• Teamwork – team players in everything we do.
• Ownership – owners of our actions and decisions.
• Sense of urgency and discipline.
• University graduate.
• Excellent command of written and spoken English and Chinese.
• Good interpersonal and communication skills.

What Will It Be Like to Work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!