Reservation Supervisor

Forest City Hotel; Gelang Patah; On-site; MYR 42,000 - 66,000; Full time

Job summary

Forest City Hotel in Gelang Patah, Malaysia, seeks a Reservations & Locker Room Operations Coordinator to oversee daily front desk and locker room services for golf guests. You will supervise Reservation and Locker Room teams, ensure policy adherence, monitor attendance, and coordinate with Caddie, Driving Range, Golf Cart, and Golf Operations teams to maintain smooth, high‑quality guest experiences.

The role includes managing reservations across phone, WeChat, email, walk-ins and agents,

Responsibilities

• Supervise the daily operations of the Reservation and Locker Room teams to ensure smooth and efficient service.
• Ensure team members follow company policies, SOPs, and service standards.
• Monitor staff attendance, discipline, grooming, work performance, and daily work arrangements.
• Oversee reservations received through phone, WeChat, email, walk-ins, agents, and other booking channels.
• Ensure reservation details, tee times, customer information, packages, and special requests are accurately recorded and handled.
• Monitor daily bookings and tee-time arrangements, including booking changes, cancellations, and rescheduling.
• Ensure customer enquiries and reservation requests are handled accurately and in a timely manner.
• Supervise daily Locker Room operations and ensure cleanliness, facilities, amenities, and service standards are properly maintained.
• Monitor Locker Room staff performance and daily work arrangements.
• Coordinate with relevant departments on maintenance, replacement, and replenishment of Locker Room facilities and supplies.
• Coordinate closely with the Caddie Team, Driving Range, Golf Cart Team, Golf Operations, and other relevant departments to ensure smooth daily operations.
• Coordinate necessary arrangements during peak periods, weather disruptions, VIP visits, and other special operational situations.
• Handle customer enquiries, feedback, complaints, and special requests, and elevate significant matters to the Manager when necessary.
• Ensure proper use of the reservation and POS systems, and maintain accurate customer, transaction, and operational records.
• Monitor billing, payment processing, documentation, and filing.
• Ensure the team is updated on current golf rates, packages, promotions, and operational information.
• Prepare and submit operational reports as required by management.
• Assist in staff training and other daily operational matters.
• Support other teams when required based on operational needs.
• Carry out other duties and responsibilities assigned by the Manager or Management from time to time.

Job description

• Supervise the daily operations of the Reservation and Locker Room teams to ensure smooth and efficient service.
• Ensure team members follow company policies, SOPs, and service standards.
• Monitor staff attendance, discipline, grooming, work performance, and daily work arrangements.

2. Reservation Management

• Oversee reservations received through phone, WeChat, email, walk-ins, agents, and other booking channels.
• Ensure reservation details, tee times, customer information, packages, and special requests are accurately recorded and handled.
• Monitor daily bookings and tee-time arrangements, including booking changes, cancellations, and rescheduling.
• Ensure customer enquiries and reservation requests are handled accurately and in a timely manner.

3. Locker Room Management

• Supervise daily Locker Room operations and ensure cleanliness, facilities, amenities, and service standards are properly maintained.
• Monitor Locker Room staff performance and daily work arrangements.
• Coordinate with relevant departments on maintenance, replacement, and replenishment of Locker Room facilities and supplies.

4. Coordination & Customer Service

• Coordinate closely with the Caddie Team, Driving Range, Golf Cart Team, Golf Operations, and other relevant departments to ensure smooth daily operations.
• Coordinate necessary arrangements during peak periods, weather disruptions, VIP visits, and other special operational situations.
• Handle customer enquiries, feedback, complaints, and special requests, and elevate significant matters to the Manager when necessary.

5. System & Administrative Management

• Ensure proper use of the reservation and POS systems, and maintain accurate customer, transaction, and operational records.
• Monitor billing, payment processing, documentation, and filing.
• Ensure the team is updated on current golf rates, packages, promotions, and operational information.

6. Reporting & Other Duties

• Prepare and submit operational reports as required by management.
• Assist in staff training and other daily operational matters.
• Support other teams when required based on operational needs.
• Carry out other duties and responsibilities assigned by the Manager or Management from time to time.