Reservations & Guest Experience Manager

Shangri-La Hotels (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking an energetic individual to manage the day-to-day operations of the Restaurants Reservations Information Centre (RRIC) and lead the reservation team. You will work closely with F&B Management to optimize bookings, handle guest inquiries, upsell offerings, and ensure service standards, with a focus on accuracy, efficiency, and guest delight.

The role requires at least 2 years in a similar five-star hotel environment, knowledge of RRIC/TMS and MS Office, and

Qualifications

• Minimum 2 years' experience in a similar role within a five-star hotel environment.
• High School Diploma/GED with 4 years' relevant experience, or a Diploma/Degree in Hospitality, Hotel & Restaurant Management, Business Administration, or a related field with at least 2 years' relevant experience.
• Knowledge of reservation systems (RRIC/TMS), Microsoft Office, and professional email communication.
• Strong leadership, team management, coaching, and talent development capabilities.
• Excellent communication, interpersonal, and customer service skills.
• Computer literate with good spoken and written English.
• Knowledge of hygiene, food safety, fire safety, and life safety standards.

Responsibilities

• Manage the day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Supervise and coordinate RRIC agents.
• Work with F&B Management and Outlet Managers to ensure efficient reservation operations.
• Coordinate and monitor online food orders (LG2Go) for takeaway and delivery.
• Prepare staff duty rosters and annual leave schedules.
• Upsell restaurant offerings and manage reservation proposals, confirmations, and follow-ups.
• Maintain reservation records, reports, and tracking systems.
• Review booking enquiries, quotations, invoices, and confirmation letters.
• Train, coach, and supervise team members.
• Communicate guest feedback and operational issues to management.

Skills

Team leadership

Customer service

Communication

Operational coordination

Upselling

Education

Diploma/Degree in Hospitality Management

High School Diploma/GED

Tools

RRIC/TMS

Microsoft Office

Professional email communication

Job description

Shangri-La Kuala Lumpur is seeking an energetic individual to manage the day-to-day operations of the Restaurants Reservations Information Centre (RRIC) and lead the reservation team. You will work closely with F&B Management to optimize bookings, handle guest inquiries, upsell offerings, and ensure service standards, with a focus on accuracy, efficiency, and guest delight.

The role requires at least 2 years in a similar five-star hotel environment, knowledge of RRIC/TMS and MS Office, and