Reservation Clerk

Seri Pacific Hotel Kuala Lumpur; Kuala Lumpur; On-site; MYR 28,000 - 39,000; Full time

Job summary

Seri Pacific Hotel Kuala Lumpur is seeking a Reservation Agent to handle enquiries and manage bookings accurately on-site. You will assist guests, travel agents, corporate clients, and partners, recording details in the PMS and liaising with Front Office and Sales to ensure a smooth process.

The ideal candidate has strong English and Bahasa Malaysia, good telephone etiquette, and meticulous attention to detail.

Qualifications

• Minimum SPM / Diploma in Hotel Management, Hospitality, Tourism or related field.
• Fresh graduates with good communication skills are encouraged to apply.
• Good command of English and Bahasa Malaysia. Additional languages will be an advantage.
• Basic computer skills and familiarity with Microsoft Office.
• Experience with hotel PMS or reservation systems is advantageous.

Responsibilities

• Handle all incoming room reservation enquiries through telephone, email, online channels and other booking platforms.
• Process new reservations, amendments, cancellations and no-show bookings accurately.
• Ensure all reservation details are correctly entered into the hotel reservation system.
• Verify room availability, rates, packages and booking conditions before confirming reservations.
• Maintain accurate and updated reservation records.
• Respond to guest and client enquiries professionally and promptly.
• Provide accurate information on room types, rates, facilities, promotions, and booking policies.
• Assist guests with special requests and communicate to relevant departments.
• Coordinate with Front Office regarding arrivals, departures, and room availability.

Skills

English language

Bahasa Malaysia

Telephone etiquette

Customer service

Communication skills

Attention to detail

Teamwork

Organisational skills

Education

Diploma in Hotel Management or related

SPM or equivalent

Tools

Hotel PMS systems

Reservation systems

Microsoft Office

Job description

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Responsible for handling hotel room reservations accurately and efficiently, ensuring that all booking details are properly recorded and updated. The position also assists guests, travel agents, corporate clients and other business partners with reservation enquiries and works closely with Front Office, Sales and other departments to ensure a smooth reservation process.

Key Responsibilities

• Handle all incoming room reservation enquiries through telephone, email, online channels and other booking platforms.
• Process new reservations, amendments, cancellations and no-show bookings accurately.
• Ensure all reservation details are correctly entered into the hotel reservation system.
• Verify room availability, rates, packages and booking conditions before confirming reservations.
• Maintain accurate and updated reservation records.
• Respond to guest and client enquiries professionally and promptly.
• Provide accurate information on room types, rates, hotel facilities, promotions, packages and booking policies.
• Assist guests with special requests and ensure these are properly recorded and communicated to the relevant departments.
• Handle reservation-related complaints and escalate issues to the Supervisor or Manager when necessary.
• Coordinate closely with Front Office regarding arrivals, departures, room availability and special guest requirements.
• Liaise with Sales Department on corporate accounts, group bookings, packages and special rates.
• Communicate important guest requests and reservation information to the relevant departments.
• Assist in monitoring room inventory and ensuring accurate availability information.
• Ensure room rates and applicable packages are entered correctly according to approved rates and agreements.
• Monitor reservation details to avoid errors, overbooking or incorrect room allocation.
• Ensure deposits, guarantees and payment information are properly recorded where applicable.
• Assist in preparing reservation reports and statistics as required.
• Maintain proper filing of reservation documents and correspondence.
• Prepare daily reservation reports and other reports as assigned.
• Update guest profiles and reservation information when required.
• Ensure all reservation-related documents are handled confidentially.
• Assist with general administrative duties within the Reservation Department.
• Maintain a professional and courteous approach when dealing with guests and business partners.
• Promote a positive guest experience by responding promptly to enquiries and requests.
• Follow hotel policies, procedures and service standards at all times.
• Maintain good communication and teamwork with colleagues and other departments.

Requirements

• Minimum SPM / Diploma in Hotel Management, Hospitality, Tourism or related field.
• Previous experience in hotel reservations, Front Office or a similar hospitality role will be an advantage.
• Fresh graduates with good communication skills are encouraged to apply.
• Good command of English and Bahasa Malaysia. Additional languages will be an advantage.
• Good telephone etiquette and customer service skills.
• Basic computer skills and familiarity with Microsoft Office.
• Experience with hotel Property Management Systems (PMS) or reservation systems will be an advantage.
• Good attention to detail and accuracy in handling booking information.
• Good communication, interpersonal and organisational skills.
• Able to work independently and as part of a team.
• Willing to work on shifts, weekends and public holidays when required.

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