Reservations Officer

Travelodge Harbourfront; Kuala Lumpur; On-site; MYR 30,000 - 46,000; Full time

Job summary

Travelodge Harbourfront is seeking a Reservations Officer in Malaysia to manage room bookings across phone, email, hotel website, OTAs, and travel agents. You will ensure accurate PMS entries, verify rates and room types, handle amendments and cancellations, and maximise occupancy while delivering professional guest service.

You will coordinate closely with Front Office, Sales, Housekeeping and Finance to fulfil guest requests, maintain records, and produce daily reservation reports.

Qualifications

• Diploma or certificate in hospitality, tourism, business administration or related field preferred.
• 1–2 years of experience in hotel reservations, front office or related hospitality role.
• Experience with hotel PMS and online booking platforms is an advantage.
• Strong communication and interpersonal skills.
• Good attention to detail and organisational skills.
• Customer-oriented with a positive and professional attitude.

Responsibilities

• Handle and process room reservations across phone, email, hotel website, OTAs, travel agents and other booking channels.
• Ensure all reservations are accurately entered and updated in the PMS.
• Verify room availability, rates, room types, packages, and applicable promotions before confirming bookings.
• Manage booking amendments, cancellations, no-shows, early arrivals, extensions and special requests.
• Coordinate with Front Office, Sales, Housekeeping, Finance and other departments to ensure smooth handling of reservations.
• Prepare and review daily reservation reports; monitor discrepancies and follow up on outstanding matters.

Skills

Communication

Interpersonal skills

Attention to detail

Multitasking

Customer service

Education

Diploma or certificate in hospitality/related field

Tools

PMS

OTA platforms

Job description

The Reservations Officer is responsible for managing hotel room reservations and ensuring accurate, timely, and professional handling of all booking enquiries and requests. The role involves coordinating with guests, travel agents, online travel agencies (OTAs), and internal departments to maximise room occupancy, revenue, and guest satisfaction.

Key Responsibilities

1. Reservations Management

Handle and process room reservations received through phone, email, hotel website, OTAs, travel agents, and other booking channels.

Ensure all reservations are accurately entered and updated in the Property Management System (PMS).

Verify room availability, rates, room types, packages, and applicable promotions before confirming bookings.

Manage booking amendments, cancellations, no-shows, early arrivals, extensions, and special requests.

Ensure all reservation details, including guest information, payment arrangements, and special requests, are accurately recorded.

Follow up on tentative and pending reservations to maximise conversion.

2. Guest & Customer Service

Respond promptly and professionally to reservation enquiries and provide accurate information regarding room types, rates, hotel facilities, and policies.

Assist guests with special requests and coordinate with relevant departments to ensure arrangements are properly made.

Handle guest complaints or reservation-related issues professionally and elevate matters when necessary.

Maintain a high standard of service throughout the reservation process.

3. Coordination & Communication

Coordinate closely with Front Office, Sales, Housekeeping, Finance, and other departments to ensure smooth handling of reservations.

Communicate VIP bookings, group bookings, special occasions, room preferences, and other special requests to the relevant departments.

Ensure accurate handover of reservation information between shifts.

Liaise with travel agents, corporate clients, wholesalers, and OTA partners when required.

4. Administrative & Reporting Duties

Maintain accurate reservation records and filing.

Prepare and review daily reservation reports as required.

Monitor booking discrepancies and follow up on outstanding matters.

Ensure all reservation documentation complies with hotel policies and procedures.

Assist with audit checks and reconciliation of reservation records where required.

Qualifications & Requirements

Diploma or Certificate in Hospitality Management, Tourism, Business Administration, or a related field is preferred.

Minimum 1–2 years of experience in hotel reservations, front office, or a related hospitality role.

Experience with hotel PMS and online booking platforms is an advantage.

Strong communication and interpersonal skills.

Good attention to detail and organisational skills.

Customer-oriented with a positive and professional attitude.

Able to handle multiple tasks and work effectively under pressure.

Hotel & Accommodation Services 11-50 employees

Travelodge is a well-established international midscale hotel brand with a network of close to 1,000 properties worldwide.

Headquartered in Singapore, Travelodge Hotels Asia is a hospitality investment and management company responsible for the development of hotels under the globally recognised Travelodge brand in Asia. Travelodge Hotels Asia focuses on upper midscale hotels that are designed and operated for the savvy traveller. For guests who want to get out and feel the real pulse of a city, Travelodge hotels are situated in the centre of the action with unrivalled locations, providing thoughtfully designed rooms, convenient amenities and undisputedly comfy beds for a discerning, yet unpretentious travel experience.

Travelodge Hotels Asia currently operates in Hong Kong, Bangkok, Pattaya, Batam, Seoul, Kuala Lumpur and Penang with additional new openings planned for 2019.

Travelodge is a well-established international midscale hotel brand with a network of close to 1,000 properties worldwide.

Headquartered in Singapore, Travelodge Hotels Asia is a hospitality investment and management company responsible for the development of hotels under the globally recognised Travelodge brand in Asia. Travelodge Hotels Asia focuses on upper midscale hotels that are designed and operated for the savvy traveller. For guests who want to get out and feel the real pulse of a city, Travelodge hotels are situated in the centre of the action with unrivalled locations, providing thoughtfully designed rooms, convenient amenities and undisputedly comfy beds for a discerning, yet unpretentious travel experience.

Travelodge Hotels Asia currently operates in Hong Kong, Bangkok, Pattaya, Batam, Seoul, Kuala Lumpur and Penang with additional new openings planned for 2019.