Reservations Agent - Waldorf Astoria Kuala Lumpur

Hilton; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Hilton Kuala Lumpur is seeking a Reservations Agent to actively convert enquiries into bookings, maximise profitability, and deliver memorable guest experiences. You will manage reservations, uphold brand standards, and coordinate with Front Office and Sales teams to ensure smooth operations.

The role requires excellent communication, strong organizational skills, and familiarity with hotel systems such as OnQ and Delphi.

Qualifications

• Strong interpersonal, verbal, and written communication skills.
• Organised with excellent time management.
• Ability to multitask and work under pressure.
• Proficiency with hotel systems OnQ and Delphi.
• English fluency advantageous.

Responsibilities

• Familiarize with Hilton Kuala Lumpur policies and procedures.
• Answer reservation calls promptly per brand standards.
• Maintain OnQ system knowledge.
• Upsell accommodations to maximise revenue.
• Monitor OnQ booking capacity.
• Handle all correspondence the same day; respond within 24 hours.
• Ensure billing passes credit clearance and authorization letters.
• Flag rate deviations to supervisor.
• Coordinate special requests with other departments.
• Maintain reservations files and office correspondence.
• Perform other duties as delegated.

Skills

Interpersonal communication

Verbal and written communication

Time management

Independent and team player

Fluency in English

Tools

OnQ

Delphi

Microsoft Office

Job description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will maximise revenue by actively converting enquiries into confirmed bookings, ensuring profitability for the Hotel. You will develop and maintain key relationships with new and repeat guests, as well as the key internal stakeholder team, specifically the entire Commercial and Front Office teams. As a Reservations Agent, you’re not just helping manage the hotel’s reservations operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Here’s what you’ll do during a typical day:

• To familiarize himself/herself with all Waldorf Astoria Kuala Lumpur policies and procedures.


• To answer phone calls on reservations promptly and according to Waldorf Astoria Brand Standards.


• To be well versed in OnQ operations.


• To upsell accommodation whenever possible to maximize revenue.


• To be aware of booking capacity of the OnQ system.


• To handle all correspondence on the day received and reply promptly within 24 hours.


• To ensure that all special billing requirements have passed credit clearance and letters of authorization are received prior to guests’ arrival.


• To advise immediate supervisor on any deviations in rate application or reservation arrangement.


• To coordinate special requests with respective departments.


• To maintain systematic files of all Reservations record and office correspondence.


• To assume other duties as delegated

Qualifications

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In Addition, This Role Requires The Following Minimum Qualifications

• Strong interpersonal, verbal, and written communication skills with a warm, professional demeanor.


• Proven organizational and administrative abilities, with excellent time management.


• Ability to multitask, stay detail-oriented, and deliver high-quality work under pressure.


• Self-motivated and adaptable, able to work independently and as part of a team.


• Proficiency in hotel systems (e.g., OnQ, Delphi) and Microsoft Office applications.


• Prior hospitality experience and fluency in English (for translation tasks) are advantageous.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.