Reservations & Guest Experience Specialist

Mercure Hotels; Miri; On-site; MYR 27,000 - 47,000; Full time

Benefits offered by this job

Discounted hotel rates

Learning programs

Career growth

CSR & ESG initiatives

Job summary

Mercure Miri City Centre invites a detail‑oriented Reservations professional to join our front desk team. You will respond to enquiries, quote rooms and rates, input bookings, and coordinate with other departments to ensure smooth operation.

This role requires knowledge of revenue strategies, up‑selling hotel facilities, and handling group billing and amendments. We offer local training, opportunities to grow within the property, and employee benefits.

Qualifications

Responsibilities

• Respond to enquiries about hotel products and services by telephone, fax and email according to standard guidelines.
• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services.
• Understand Revenue management strategies, up-sell and promote Hotel facilities & services at every available opportunity in order to maximize sales revenue.
• Determine guest needs and quote the appropriate room and rate as per requirements.
• Input booking information into the Reservation System.
• Process amendments to reservations such as extensions, early departures, etc.
• Arrange accommodation, visas and activities for leisure, corporate & wholesaler’s guests.
• Record special billing arrangements for groups and conventions.
• Coordinate and communicate with all other departments to ensure a smooth operation.
• Files and organize departmental documents, maintain stationery and office supplies for the department.
• Perform duties and responsibilities in a confidential manner when applicable.
• Report any equipment failures/problem & repair request to Maintenance Department.
• Be aware of the hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management
• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Develop your talent through Accor’s learning programs.
• Opportunity to grow within your property and across the world!
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.

Job description

Mercure Miri City Centre invites a detail‑oriented Reservations professional to join our front desk team. You will respond to enquiries, quote rooms and rates, input bookings, and coordinate with other departments to ensure smooth operation.

This role requires knowledge of revenue strategies, up‑selling hotel facilities, and handling group billing and amendments. We offer local training, opportunities to grow within the property, and employee benefits.