Reservation Officer

Fraser Place; Iskandar Puteri; On-site; MYR 150,000 - 200,000; Full time

Job summary

A hospitality service provider in Iskandar Puteri is looking for a dedicated Reservations Officer. The role involves managing reservation requests and customer inquiries efficiently, ensuring high standards of service and accurate bookings. Applicants should have a diploma or degree in Hospitality or Business Administration and 1-3 years of experience in the industry. Strong communication and problem-solving skills are essential. This position offers a chance to grow in a vibrant hospitality environment.

Qualifications

• Minimum 1–3 years experience in hospitality industry.
• Experience in client-facing and collaborative roles.

Responsibilities

• Perform reservation requests and bookings accurately using software.
• Confirm reservations, process payments, and issue confirmations.
• Assist customers with modifying or cancelling reservations.
• Promote special offers and upgrades to maximize revenue.
• Maintain organized records of reservations and cancellations.

Skills

Strong communication

Organizational skills

Time-management skills

Team player spirit

Problem solving attitude

Excellent interpersonal skills

Education

Diploma or degree in Hospitality or Business Administration

Job description

Responsibilities

Perform reservation requests and bookings accurately and efficiently using reservation software or computer systems for FIT and group bookings.

Confirm reservations, process payments, and issue booking confirmations to customers via email or E-Genesis.

Ensure all reservations are entered accurately and updates are maintained consistently.

Assist customers with modifying or cancelling reservations as needed, following established policies and procedures.

Promote special offers, packages, and upgrade to customers to maximize revenue.

Provide timely flow of information in accordance with the required sales administration process.

By PDPA requirements, keep detailed records of reservations, cancellations, rooming lists, and corporate and travel agent contracts.

Follow up on payments, Letter of undertaking (LOU) & rooming list where applicable with proper record keeping.

Maintain an organized filing system for reservations, guest profiles, and correspondence in shared drive and HMS.

Responsible for all entries of rooms booking in the absence of Reservation Executive.

Address customer inquiries, concerns, and requests promptly and courteously.

Resolve customer complaints and issues related to reservations in a proactive and satisfactory manner.

Coordinate with Front Office and other operation departments to ensure reservations are made in accordance with available resources and services.

Ad-hoc duties when assigned by superior.

Requirements

• Diploma or degree in Hospitality, Business Administration, or related field
• Minimum 1–3 years experience in hospitality industry
• Experience in client-facing and collaborative roles
• Strong communication, organizational and time-management skills
• Team player spirit
• Sense of ownership/ responsibility over own work
• Problem solving attitude
• Excellent interpersonal and communication skills