RESERVATION AGENT

Seni Pujaan; Malacca City; On-site; MYR 33,000 - 56,000; Full time

Job summary

Jora Malaysia is seeking a Reservations Agent to handle bookings via phone, email, and PMS, while promoting services and ensuring high guest satisfaction.

The role requires 1–2 years in reservations or customer service, strong communication, and ability to manage multiple requests in a fast-paced environment.

Qualifications

• 1–2 years experience in reservations, front office or customer service.
• Proficiency in PMS systems (e.g., Opera) and Microsoft Office.
• Ability to handle difficult guests and fast-paced situations.
• Ability to manage multiple bookings, emails and phone calls.
• Strong verbal and written communication in multiple languages.

Responsibilities

• Process, confirm, modify, and cancel reservations via telephone, email, and PMS.
• Promote hotel facilities, packages, and room upgrades to maximize revenue.
• Respond promptly with information on rates, amenities, and policies.
• Liaise with front office, sales, and housekeeping for VIPs and group bookings.

Skills

Customer service

PMS systems

Microsoft Office

Multilingual communication

Problem solving

Tools

Opera PMS

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.

A Reservation Agent acts as the primary contact for customers, handling phone, email, and online inquiries to book hotel rooms, travel, or services while maximizing revenue. They manage bookings, modifications, and cancellations, provide accurate information on rates and availability, and deliver exceptional customer service to ensure high satisfaction.

Key responsibilities

Process, confirm, modify, and cancel reservations via telephone, email, and property management systems (PMS)

Promote hotel facilities, special packages, and room upgrades to maximize revenue

Respond promptly and professionally to inquiries, providing detailed information regarding rates, amenities, and policies

Liaise with the front office, sales, and housekeeping departments to manage VIPs, group bookings, and special requests

About you

1-2 years experience in reservations, front office, or customer service

Proficiency in PMS systems (e.g., Opera) and Microsoft Office

Proven ability to handle difficult guests, complaints, and urgent, fast-paced situations effectively

Ability to manage multiple booking requests, emails, and phone calls simultaneously

Quick problem-solving skills for evaluating alternatives and finding solutions for overbooking or special requests

Clear, professional verbal and written communication skills, often in multiple languages

Willingness to work flexible shifts, including weekends and public holidays