RESERVATION OFFICER

Impiana Hotel Ipoh; Ipoh; On-site; MYR 24,000 - 36,000; Full time

Job summary

Impiana Hotel Ipoh is seeking an experienced Reservations Agent to manage guest bookings across phone, email, online platforms and walk-ins. You will verify details, check availability, apply rates and packages, and ensure accurate records in the PMS.

You will collaborate with Front Office, Housekeeping, Sales and other departments to deliver smooth reservation processing. Ideal candidates will provide accurate information on room types and hotel policies, handle amendments and cancellations

Qualifications

• Experience in hospitality reservations preferred.
• Excellent communication and data-entry accuracy.
• Familiarity with PMS systems is a plus.
• Ability to handle high-volume inquiries and multitask.

Responsibilities

• Handle and manage guest reservations via phone, email, online booking platforms, and walk-ins.
• Process new reservations, amendments, cancellations, and no-show requests accurately.
• Check room availability, rates, packages, and special promotions.
• Provide guests with accurate information regarding room types, rates, hotel facilities, policies, and services.
• Coordinate with Front Office, Housekeeping, Sales, and other departments to ensure smooth reservation handling.
• Maintain accurate and updated reservation records in the hotel PMS.
• Monitor room availability, occupancy, and booking status.
• Verify guest details, payment information, special requests, and booking requirements.
• Follow up on pending reservations and ensure confirmations are sent promptly.
• Handle guest inquiries and resolve reservation-related issues professionally.
• Assist with group bookings, corporate reservations, travel agent bookings, and special arrangements.
• Monitor overbookings and coordinate with management on room allocation and alternative arrangements when required.
• Prepare daily reservation reports and provide relevant booking information to management.
• Ensure compliance with hotel reservation procedures, rate policies, and cancellation policies.
• Maintain confidentiality of guest information and hotel records.
• Promote room upgrades, packages, and other hotel services where appropriate.
• Deliver professional and courteous customer service at all times.
• Perform other reservation and administrative duties assigned by the Reservation Manager or Front Office Manager.

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.

• Handle and manage guest reservations via phone, email, online booking platforms, and walk-ins.
• Process new reservations, amendments, cancellations, and no-show requests accurately.
• Check room availability, rates, packages, and special promotions.
• Provide guests with accurate information regarding room types, rates, hotel facilities, policies, and services.
• Coordinate with Front Office, Housekeeping, Sales, and other departments to ensure smooth reservation handling.
• Maintain accurate and updated reservation records in the hotel Property Management System (PMS).
• Monitor room availability, occupancy, and booking status.
• Verify guest details, payment information, special requests, and booking requirements.
• Follow up on pending reservations and ensure confirmations are sent promptly.
• Handle guest inquiries and resolve reservation-related issues professionally.
• Assist with group bookings, corporate reservations, travel agent bookings, and special arrangements.
• Monitor overbookings and coordinate with management on room allocation and alternative arrangements when required.
• Prepare daily reservation reports and provide relevant booking information to management.
• Ensure compliance with hotel reservation procedures, rate policies, and cancellation policies.
• Maintain confidentiality of guest information and hotel records.
• Promote room upgrades, packages, and other hotel services where appropriate.
• Deliver professional and courteous customer service at all times.
• Perform other reservation and administrative duties assigned by the Reservation Manager or Front Office Manager.