Reservations & Guest Experience Specialist

Shangri-La Hotels (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 36,000 - 51,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking energetic reservations professionals to deliver excellent service and maximize room occupancy. You will handle enquiries, process bookings, and maintain accurate guest profiles while upholding the hotel’s standards.

Requirements include a Diploma or Higher Diploma, 1–2 years in reservations or call centre operations, and proficiency with Opera PMS, Word and Excel. Flexibility to work shifts is preferred in a fast-paced luxury hotel environment.

Qualifications

• Diploma or Higher Diploma qualification.
• 1–2 years of working experience in room reservations or call centre operations.
• Knowledgeable in Opera PMS functions and applications.
• Proficient in Microsoft Word and Excel.
• Good command of English with strong written and verbal communication skills.

Responsibilities

• Provide excellent reservation service delivery to maximize room occupancy and revenue.
• Promote customer retention and guest loyalty through professional service.
• Review all reservations prior to guests' arrival and ensure accuracy of reservation and guest profile information.
• Handle reservation enquiries, bookings and correspondence promptly and efficiently.
• Operate reservation systems and equipment effectively, including Opera PMS.

Skills

Strong communication

Multitasking

Teamwork

Education

Diploma or Higher Diploma

Tools

Opera PMS

Microsoft Word

Microsoft Excel

GDS

Channel Manager

Job description

Shangri-La Kuala Lumpur is seeking energetic reservations professionals to deliver excellent service and maximize room occupancy. You will handle enquiries, process bookings, and maintain accurate guest profiles while upholding the hotel’s standards.

Requirements include a Diploma or Higher Diploma, 1–2 years in reservations or call centre operations, and proficiency with Opera PMS, Word and Excel. Flexibility to work shifts is preferred in a fast-paced luxury hotel environment.