Reservation Assistant

LBS Bina Group Berhad; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hotel is seeking a Reservation Officer to manage reservations effectively and maximize sales opportunities. This role involves recording and processing reservations through various channels, ensuring excellent communication with guests, and achieving key performance indicators related to conversions and upselling. Candidates should be proficient in Microsoft Office and possess strong communication skills in English and Bahasa.

Qualifications

• Computer literate with knowledge of Microsoft Office.
• Good comprehension of English & Bahasa; Mandarin knowledge is a plus.
• Ability to upsell and attention to detail in data entry.

Responsibilities

• Record and process reservations accurately via multiple channels.
• Upsell services and convert callers to reservations.
• Monitor occupancy rates and inform management of trends.

Skills

Professional communication skills

Attention to detail

Ability to upsell

Tools

Microsoft Office Outlook

Microsoft Word

Microsoft Excel

Job description

Job Brief

Record and process all reservation inquiries made by phone, fax or email efficiently and accurately and assist to achieve hotel targets.

Job Responsibilities

• Record and process all reservations made through phone/fax/email/online distribution channels on a daily basis. To ensure that all reservation are updated accurately.
• Ensure all calls are handled in a professional and efficient manner.
• To be well versed with the facilities and services offered by the Hotel.
• To be well versed in room product i.e. rates, layout, configuration, benefits, amenities, etc.
• Track all turn down, confirmed and number of calls.
• Manage FIT & Group reservations.
• Manage “no show” reservations accordingly.
• To be aware of close dates and need periods to maximize sales opportunities.
• To fully understand market segmentation of hotel.
• Monitor the reservation levels and inform Managers of current and future occupancy rates.
• Ensure all effort is made to convert the guest / caller.
• Upsell the guest at every opportunity.
• Other responsibilities as assigned by the Reservation Manager.
• With the above mentioned tasks you will be able to achieve all your Key Performance Indicator (KPI’s), which are:
• 1. 50% conversion of incoming reservations calls
• 100% correct entry of all guest information
• 25% upselling of calls
• Minimum of 2 hours training per month
  
  

Job Requirements

• Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel.
• Good comprehension of English & Bahasa. Knowledge of Mandarin or dialect will be an added advantage.
• Professional communication skills.
• Ability to upsell and convert the caller.
• Attention to detail in data entry