Reservations Supervisor

InterContinental Hotels Group; Kampung Cendana; On-site; MYR 45,000 - 78,000; Full time

Job summary

InterContinental Hotels Group in Malaysia is seeking a reservations professional to respond to inquiries promptly and manage bookings. The role involves upselling to achieve revenue targets, maintaining knowledge of IHG properties in the region, and preparing sales reports.

You will handle waitlists, no-shows, and coordinate with Front Office/Finance for approvals while expanding sales calls and promoting hotel services. Local language proficiency is required; other languages are a plus.

Qualifications

• Bachelor’s degree or equivalent required.
• Minimum 3 years related experience, including two years of reservations/front office experience and management experience.
• Strong knowledge of local businesses and business trends.
• Must speak local language(s).
• Other languages preferred.

Responsibilities

• Respond to hotel reservations via call or email promptly.
• Upsell to support Total Revenue targets.
• Maintain knowledge of IHG Hotels & Resorts in the region.
• Prepare and execute action plans to increase reservation sales.
• Accept wait list reservations.
• Manage no-show reservations by investigation and recording.
• Liaise with Front Office Manager or Finance Manager for credit approvals.
• Monitor reservation levels and inform managers of occupancy rates.
• Prepare reservation sales reports.
• Promote the hotel’s products and services.
• Develop and maintain a regular pattern of sales calls.
• Process amendments to reservations (extensions, early departures).
• Record special billing arrangements for groups and conventions.
• Maintain knowledge of special rates/offers/promotions.
• Prepare reports as requested and perform other duties as assigned.

Skills

Reservations knowledge

Upselling

Sales reporting

Local market knowledge

Education

Bachelor's degree

Job description

Your Day To Day

• Responsible for hotel reservations and ensure call in or email inquiries are responded on timely manner


• Actively up-sell to support Total Revenue target.


• Maintain a high level of product and service knowledge about all IHG Hotels & Resorts in the region.


• Prepare and execute action plans which increase reservation sales and associated business.


• Accept wait list reservations.


• Manage \"no show\" reservations by investigation and recording of same.


• Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval.


• Monitor reservation levels and inform Managers of current and future occupancy rates.


• Prepare reservation sales report.


• Promote the Hotel’s (and IHG generally) products and services.


• Develop and maintain a regular pattern of sales calls.


• Process amendments to reservations such as extensions, early departures, etc.


• Record special billing arrangements for groups and conventions.


• Maintain knowledge of special rates/ offers/ promotions.


• Prepare reports as requested


• Perform other duties as assigned.

What We Need From You

• Bachelor’s degree / higher education qualification/equivalent


• Minimum of 3 years related experience, including two years of reservations/front office experience and management experience


• Strong knowledge of local businesses and business trends required.


• Must speak local language(s).


• Other languages preferred.