Reservations Agent

Le Meridien Kota Kinabalu; West Coast Division; On-site; MYR 31,000 - 56,000; Full time

Benefits offered by this job

Health and wellness benefits

Staff discounts on accommodation and F

Career development opportunities

Training programmes

Inclusive workplace culture

Employee assistance programmes

Global associates discounts and career

Job summary

Le Meridien Kota Kinabalu is seeking a dedicated Reservations Agent based in Kota Kinabalu, Sabah. You will be the first point of contact for guests wishing to book their stays, handling reservations via telephone, email, online platforms and walk-ins.

You will provide accurate information on room types, rates, facilities and promotions, maintain reservation data, upsell upgrades and coordinate with front office, housekeeping and F&B to ensure seamless guest experiences.

Qualifications

• Experience in reservations or a customer service role within hospitality.
• Excellent English communication skills; other languages are a plus.
• Strong proficiency with reservations systems and common computer applications.

Responsibilities

• Process reservations via phone, email, online platforms and walk-ins.
• Provide accurate information on room types, rates, facilities and promotions.
• Maintain knowledge of hotel facilities and local attractions.
• Manage reservation databases and update booking details.
• Handle special requests, group bookings and VIP reservations.
• Follow up with guests pre-arrival to confirm bookings and address queries.
• Coordinate with front office, housekeeping and F&B for seamless experiences.
• Process cancellations and modifications per hotel policy.
• Upsell upgrades and packages to maximise revenue.
• Maintain professional communication and resolve guest issues promptly.

Skills

Verbal and written communication

Customer service

Organisational skills

Attention to detail

Teamwork and independence

Problem solving

Tools

Reservations management systems

Microsoft Office

Job description

About the role

We are seeking a dedicated and customer-focused Reservations Agent to join the team at Le Meridien Kota Kinabalu. This is a full-time position based in Kota Kinabalu, Sabah, where you will be the first point of contact for guests seeking to book their stays with us. As a Reservations Agent, you will play a vital role in creating a positive first impression and ensuring that every booking is handled with professionalism and efficiency. Your work will directly impact guest satisfaction and revenue generation for the hotel, making this a key position within our operations team.

Key responsibilities

• Processing accommodation reservations via telephone, email, online platforms and walk-in enquiries
• Providing accurate and detailed information about room types, rates, facilities and special promotions to prospective guests
• Maintaining comprehensive knowledge of hotel facilities, services and local attractions to enhance the guest experience
• Managing reservation databases and ensuring all booking details are accurately recorded and updated
• Handling special requests, group bookings and VIP reservations with attention to detail
• Following up with guests prior to arrival to confirm bookings and address any queries or concerns
• Coordinating with other departments including front office, housekeeping and food and beverage to ensure seamless guest experiences
• Processing cancellations and modifications to reservations in accordance with hotel policies
• Upselling room upgrades, additional services and packages to maximise revenue opportunities
• Maintaining professional communication standards and resolving customer complaints promptly and courteously

What we're looking for

• Proven experience working in a reservations or customer service role within the hospitality industry, preferably in a hotel environment
• Excellent verbal and written communication skills in English; proficiency in additional languages is highly advantageous
• Strong proficiency with reservations management systems and computer applications, including Microsoft Office
• Exceptional customer service skills with the ability to handle enquiries professionally and courteously
• Excellent organisational and time management abilities to manage multiple bookings and inquiries simultaneously
• Strong attention to detail and accuracy, particularly when handling reservation data and financial transactions
• Ability to work independently and as part of a team in a fast-paced environment
• High level of patience, diplomacy and problem-solving skills when dealing with guest requests and concerns
• Knowledge of Kota Kinabalu, local tourism attractions and facilities is preferred
• Flexibility to work shift patterns, including weekends and public holidays as required

What we offer

• Comprehensive health and wellness benefits to support your physical and mental wellbeing
• Staff discounts on accommodation, dining and other hotel facilities
• Opportunities for professional development and career progression within the Le Meridien and Marriott International portfolio
• Training programmes to enhance your skills and product knowledge
• A collaborative and inclusive workplace culture that values diversity and teamwork
• Access to employee assistance programmes and support services
• Perks and benefits Attractive Associate Discounts Worldwide Extensive Learning And Development Opportunities Associate Recognition And Appreciation Events Endless Opportunities Worldwide For Career Growth

About us

Le Meridien Kota Kinabalu is a prestigious 5-star hotel located in the heart of Malaysia's Sabah state. We are part of the world-renowned Marriott International portfolio and are dedicated to delivering exceptional service and authentic experiences to our guests. Our hotel combines contemporary elegance with warm Malaysian hospitality, offering guests a unique blend of comfort and cultural richness. We pride ourselves on our commitment to sustainability, innovation and employee development. Our team is composed of talented and passionate individuals who share a commitment to excellence and creating memorable experiences for our guests. Working with us means being part of a global hospitality leader with opportunities to grow your career and make a positive impact in the lives of our guests and communities.