Reservations & Guest Experience Specialist

SENI PUJAAN SDN BHD; Malacca City; On-site; MYR 28,000 - 45,000; Full time

Job summary

Imperial Heritage Hotel Melaka is seeking a Reservation Agent to handle bookings, inquiries, and guest communications with accurate rates and availability. You will ensure professional service and maximize revenue through upselling and smooth operations.

You will coordinate with front office, sales, and housekeeping to manage VIPs, groups, and special requests, while communicating in multiple languages and delivering exceptional guest experiences in a fast-paced environment.

Qualifications

• 1-2 years experience in reservations, front office, or customer service.
• Proficiency in PMS systems (e.g., Opera) and Microsoft Office.
• Proven ability to handle difficult guests, complaints, and urgent, fast-paced situations effectively.
• Ability to manage multiple booking requests, emails, and phone calls simultaneously.
• Quick problem-solving skills for evaluating alternatives and finding solutions for overbooking or special requests.
• Clear, professional verbal and written communication skills, often in multiple languages.
• Willingness to work flexible shifts, including weekends and public holidays.

Responsibilities

• Process, confirm, modify, and cancel reservations via telephone, email, and property management systems (PMS).
• Promote hotel facilities, special packages, and room upgrades to maximize revenue.
• Respond promptly and professionally to inquiries, providing detailed information regarding rates, amenities, and policies.
• Liaise with the front office, sales, and housekeeping departments to manage VIPs, group bookings, and special requests.

Skills

PMS Systems

Microsoft Office

Multilingual communication

Handling difficult guests

Time management

Problem solving

Phone & email handling

Flexible shifts

Tools

Opera PMS

MS Office

Job description

Imperial Heritage Hotel Melaka is seeking a Reservation Agent to handle bookings, inquiries, and guest communications with accurate rates and availability. You will ensure professional service and maximize revenue through upselling and smooth operations.

You will coordinate with front office, sales, and housekeeping to manage VIPs, groups, and special requests, while communicating in multiple languages and delivering exceptional guest experiences in a fast-paced environment.