Reservations Assistant

Mangala Estate Boutique Resort; Kuantan; On-site; MYR 36,000 - 60,000; Full time

Job summary

The Mangala Estate Boutique Resort is seeking a Reservations Assistant to manage room reservations accurately and deliver exceptional pre-arrival service to guests, travel partners and corporate clients.

You will handle enquiries via multiple channels, maintain PMS records, and promote upgrades and packages while aligning with Vignette Collection and IHG brand standards.

Responsibilities

• Process reservation enquiries received via telephone, email, website, OTAs, GDS, travel agents and corporate partners.
• Enter, modify and maintain reservations accurately within the PMS.
• Handle booking amendments, cancellations, deposits and special requests efficiently.
• Monitor booking channels to ensure reservation accuracy and rate integrity.
• Promote room upgrades, resort packages and additional guest experiences when appropriate.
• Prepare arrival reports and communicate VIP, long-stay and special guest information.
• Coordinate guest arrivals with Front Office, Food & Beverage and Recreation.
• Maintain accurate reservation documentation and guest records.
• Report booking trends, guest feedback and operational issues to the Revenue & Reservations Manager.

Job description

The Reservations Assistant is responsible for managing room reservations accurately and efficiently while delivering exceptional pre-arrival service to guests, travel partners and corporate clients.

The role ensures all reservation enquiries are handled professionally, reservation records are accurately maintained, room inventory is optimised, and guest requirements are effectively communicated to operational departments. The Reservations Assistant contributes to revenue generation by promoting room upgrades, resort packages and value-added experiences while supporting the resort's commercial objectives.

Working closely with the Revenue & Reservations Manager, Front Office, Sales & Marketing and operational departments, the Reservations Assistant helps create a seamless guest journey in accordance with Vignette Collection, Mangala Estate and IHG Brand Standards.

Key Responsibilities

1. Reservations Operations

• Process reservation enquiries received via telephone, email, website, online travel agencies (OTAs), Global Distribution Systems (GDS), travel agents and corporate partners.
• Enter, modify and maintain reservations accurately within the Property Management System (PMS).
• Handle booking amendments, cancellations, deposits and special requests efficiently.
• Monitor booking channels to ensure reservation accuracy and rate integrity.
• Ensure prompt responses to all reservation enquiries in accordance with established service standards.
• Maintain accurate guest profiles, reservation history and booking records.
• Verify reservation details to minimise booking discrepancies and operational errors.
• Promote room upgrades, resort packages and additional guest experiences whenever appropriate.
• Support the Revenue & Reservations Manager in maximising occupancy and revenue opportunities.
• Ensure reservations are booked using the correct market segments, rate codes and packages.
• Monitor room inventory and report booking trends or unusual demand patterns.
• Assist in managing room availability during high-demand periods.

3. Guest Experience

• Deliver personalised and professional pre-arrival service.
• Provide accurate information regarding:
• Accommodation
• Resort facilities
• Dining options
• Recreation activities
• Spa and wellness experiences
• Promotions and packages
• Coordinate guest preferences, celebrations and special requests prior to arrival.
• Respond promptly to guest enquiries, feedback and concerns.
• Ensure every reservation interaction reflects the principles of True Hospitality.

4. Operational Coordination

• Conduct pre-arrival reservation checks to ensure booking accuracy.
• Coordinate guest arrivals with:
• Front Office
• Food & Beverage
• Recreation
• Prepare arrival reports and communicate VIP, long-stay and special guest information.
• Ensure room allocations and reservation information are communicated accurately.
• Support smooth coordination for group bookings and special events.

5. Administration & Reporting

• Maintain accurate reservation documentation and guest records.
• Prepare daily, weekly and monthly reservation reports.
• Monitor pending confirmations, deposits and outstanding reservation requirements.
• Maintain reservation filing systems and operational documentation.
• Report booking trends, guest feedback and operational issues to the Revenue & Reservations Manager.

6. Systems & Database Management

• Maintain accurate reservation records within the Property Management System (PMS).
• Ensure guest contact information and booking details remain current.
• Maintain confidentiality of guest information at all times.
• Support data accuracy across reservation and revenue management systems.
• Assist with system testing and reservation updates when required.
• Work closely with:
• Revenue & Reservations Manager
• Front Office
• Food & Beverage
• Recreation
• Finance
• Support operational departments in delivering seamless guest experiences.
• Maintain effective communication between Reservations and all resort departments.
• Assist colleagues during peak business periods whenever required.

8. General Responsibilities

• Maintain professional grooming, appearance and conduct at all times.
• Ensure compliance with Vignette Collection and IHG Brand Standards.
• Adhere to all resort policies, procedures and confidentiality requirements.
• Comply with health, safety, fire and security regulations.
• Participate in departmental meetings, training programmes and continuous learning initiatives.
• Perform any additional duties assigned by the Revenue & Reservations Manager or Management.

9. Accountability

• The Reservations Assistant is accountable for:
• Accurate processing and maintenance of reservations.
• Delivery of exceptional pre-arrival guest experiences.
• Timely response to reservation enquiries.
• Effective communication of guest requirements to operational departments.
• Accuracy of reservation records and guest profiles.
• Support of occupancy, revenue and guest satisfaction objectives.