Reservations Agent (Pre-Opening) - Conrad Kuala Lumpur

Hilton; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

Hilton Kuala Lumpur is seeking a Reservations Agent to accurately record and process reservations and maximize room sales through proactive selling and upselling.

You will ensure daily reservations are checked, changes and cancellations handled, guest information correct, and all correspondence filed. The role requires hospitality mindset, strong English, and excellent communication as you support the Reservations and Group & Tour teams to drive revenue.

Qualifications

• Excellent command of written and spoken English to meet business needs.
• Good interpersonal and communication skills.
• University graduate.
• Strong hospitality mindset and guest service orientation.

Responsibilities

• Complete Hilton University courses and pass the tests.
• Maximize room sales and revenue through upselling.
• Check daily reservations, update and pass information to departments.
• Prepare correspondence, maintain files, send faxes and emails.
• Maintain high level guest service standards and input accuracy.
• Develop Reservations and Group & Tour teams to maximize revenue.
• Ensure commissions are correct and processed promptly.
• Comply with hotel credit policy and forecast revenues.
• Maintain and update guests' information and sales data by reservation procedures.
• Follow brand standards and hotel policies.

Skills

Excellent command of English

Interpersonal skills

Communication skills

Education

University graduate

Job description

Job Identification: 222935

Job Category: Sales and Marketing

Job Schedule: Full time

The Reservations Agent is responsible for the accurate recording and processing of reservations as well as the maximization of room sales through pro-active selling and up-selling techniques.

As the Reservations Agent, you will be responsible for performing the following tasks to the highest standards:

• Complete Hilton University courses and pass the tests.

• Familiar with hotel product knowledge and activities.

• Maximize room sales and revenue for the hotel, prioritizing up-selling.

• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.

• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.

• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, E-Mail, etc.

• Always maintain a sales attitude, not losing any sales opportunity in the hotel.

• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.

• Make sure all commissions are correct and followed-up on promptly.

• Make sure all reject business is filed with the reasons.

• Ensure that all correspondence has been filed accordingly, with correct and updated information.

• Comply to the hotel credit policy and make sure all forecast revenues are met.

• Comply with set rooms supply and price control.

• Maintain and update guests' information and sales data by reservation procedures.

• Maintain high level guest service standards.

• Ensure all information input is correct.

• Keep close attention to team members' requirements, including attention to every team member's workload and duties, to fulfil operation needs.

• Maintain clean and tidy work areas at all times.

• Comply with all company policies relating to reservations.

• Comply with all systems and procedures as laid down by the hotel.

• Prioritize the quality of reservations.

• Strictly follow brand standards.

• Ensure that all team members have a complete understanding of and adhere to the hotel's team member rules and regulations.

• Carry out any other reasonable duties and responsibilities as assigned.

A Reservation Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Hospitality: We are passionate about delivering exceptional guest experience.

• Integrity: We do the right thing all the time

• Leadership: We are leaders in industry and our communities

• Teamwork: We are team players in everything we do

• Ownership: We are owners of our actions and decisions.

• Now: We operate with a sense of urgency and discipline

• University graduate.

• Excellent command of written and spoken in English to meet business needs.

• Good interpersonal and communication skills.