Reservation Manager

Lego Group; Johor Bahru; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a dynamic team at a leading family holiday destination, where you will manage reservations and enhance guest experiences. As a Reservation Manager, you will lead a passionate team, ensuring exceptional service and operational excellence. Your role will involve liaising between departments, developing staff, and maintaining high standards in a vibrant environment. With exciting attractions and a focus on family fun, this position offers a unique opportunity to make a difference in guests' experiences while enjoying a range of benefits in a thriving workplace. If you have a passion for hospitality and leadership, we want to hear from you!

Benefits

Medical Insurance

Dental Insurance

Gym Membership

Parking Allowance

Housing Allowance

Higher EPF Contribution

Qualifications

• 2-5 years experience in reservation or customer service roles.
• Strong leadership and team management skills required.

Responsibilities

• Lead the team in responding to guest inquiries and bookings.
• Monitor call center operations and prepare performance reports.

Skills

Customer Service

Team Leadership

Communication Skills

Problem Solving

Multi-tasking

Sales Skills

Education

Diploma in Tourism Management

Degree in Hospitality

Tools

Microsoft Office

Opera Property Management System

Gateway System

Job description

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At LEGOLAND Malaysia Resort – Earn AWESOME Benefits, Build AWESOME Memories, and Make an AWESOME Difference. With our Theme Park, Water Park, Hotels, SEA LIFE CENTRE - the opportunities here at LEGOLAND are endless!

Position Summary

The role of the Reservation Manager is to lead the team to ensure that the reply and respond to guests’ enquiries either through phone calls or electronic mail pertaining to products & services, admission, or accommodation and bookings/reservation are being conducted and performed by the team in the manner that meets the Company’s policy and procedure and thereby to contributes to achieving the Company’s goal and objectives.

Responsibility

Dealing and assisting the team with requests concerning the parks, hotel, attractions, promotions, programs, restaurants, shops, operations, location, hours, packages, pricing and all other matters.

Maintains and enhances call center operations by monitoring systems and team performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades and training the team.

Prepare call center performance reports by collecting, analyzing and summarizing data and trends.

Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishment.

Serving as a Liaison between the Park Ops, guests, internal guests and other departments.

Constant developing On the Job Trainings

Serve on a task force that works with other departments for the cross utilization of Reservation staffs

Support manager, and sectional team members; assists in the overall daily operations, documentations, and communication of all relevant department and company information.

Responsible for leadership of areas including daily, weekly scheduling and overtime hours summary, coaching and motivating staffs, performing performance reviews, adhering to company policies such as attendance, wardrobe and grooming standards.

Maintain department standards through re-certification and audits.

Develops processes, systems, procedures and methods to meet visitor information requirements for the park.

Requirements

Diploma or Degree in Tourism Management/Hospitality or equivalent is preferred.

Requires at least two to five years of experience in a reservation, call center or customer service role.

Experience in a reservation role and functions.

Experience in a customer service and call-center oriented position.

Experience in interviewing and selection of staff.

Have the ability to multi-task.

Requires a track record of success in developing and supervising people responsible for reservation, monetary transactions and customer contact or client/visitor relations.

Requires excellent verbal and interpersonal communication skills with strong telephone communication ability.

Requires professional selling skills and excellent customer service skills.

Strong leadership, people management, team building, and project management skills required.

Computer proficiency with ability to use Microsoft Office Products (Words and Excel) and database software.

Experience with Opera Property Management System (PMS), Gateway System (Galaxy Application), tracking, monitoring and reporting is preferred.

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Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Reservations Manager? Do you have customer service experience? How many years of people management experience do you have? Have you worked in a call centre before? Which of the following Microsoft Office products are you experienced with?

Hotel & Accommodation Services 101-1,000 employees

The LEGOLAND Malaysia Resort brings together a LEGOLAND Park, Water Park and Hotel in one LEGO themed location. It is a family holiday destination with more than 70 hands-on rides, slides, shows and attractions. It has seven themed areas of attractions for all ages such as The Beginning, LEGO Technic, LEGO Kingdoms, Imagination, LEGO City, Land of Adventure and MINILAND. It’s an inspirational land where the children are the heroes. From LEGO experiment centres to rollercoasters, the park is a day-long voyage of discovery for all the family.

LEGOLAND Water Park which can be enjoyed seperately or in combination with the theme park has more than 20 slides and water based attractions and boasts 70 LEGO models. The LEGOLAND Malaysia Resort is designed for families with children aged 2-12.

LEGOLAND Hotel Malaysia has 249 themed guest rooms, you and your family can choose from one of three popular LEGO lines – Pirate, Kingdom or Adventure themed. All rooms include two separate sleeping areas, with a king-size bed for grown-ups, and a separate area for up to three little ones, complete with a bunk bed, pull-out trundle bed and their very own TV!

Treat your family to the ultimate LEGO experience at LEGOLAND Malaysia Resort. From the moment you arrive at the spectacular dragon-guarded entrance, you'll be delighted by interactive LEGO features, themed play areas, kid's entertainment and family restaurant with amazing LEGO models everywhere. It is the first of its kind in Asia and will offer adventure, education and fun for action-packed day trips or short break destination.

The LEGOLAND Malaysia Resort brings together a LEGOLAND Park, Water Park and Hotel in one LEGO themed location. It is a family holiday destination with more than 70 hands-on rides, slides, shows and attractions. It has seven themed areas of attractions for all ages such as The Beginning, LEGO Technic, LEGO Kingdoms, Imagination, LEGO City, Land of Adventure and MINILAND. It’s an inspirational land where the children are the heroes. From LEGO experiment centres to rollercoasters, the park is a day-long voyage of discovery for all the family.

LEGOLAND Water Park which can be enjoyed seperately or in combination with the theme park has more than 20 slides and water based attractions and boasts 70 LEGO models. The LEGOLAND Malaysia Resort is designed for families with children aged 2-12.

LEGOLAND Hotel Malaysia has 249 themed guest rooms, you and your family can choose from one of three popular LEGO lines – Pirate, Kingdom or Adventure themed. All rooms include two separate sleeping areas, with a king-size bed for grown-ups, and a separate area for up to three little ones, complete with a bunk bed, pull-out trundle bed and their very own TV!

Treat your family to the ultimate LEGO experience at LEGOLAND Malaysia Resort. From the moment you arrive at the spectacular dragon-guarded entrance, you'll be delighted by interactive LEGO features, themed play areas, kid's entertainment and family restaurant with amazing LEGO models everywhere. It is the first of its kind in Asia and will offer adventure, education and fun for action-packed day trips or short break destination.

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Perks and benefits Medical Dental Sports (e.g. Gym) Parking Housing/Transport Allowance, Higher EPF contributi

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