Reservations Supervisor

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur is seeking a Reservations professional to manage inbound requests via calls and emails, while actively up-selling to support Total Revenue targets. The role requires strong knowledge of IHG properties in the region, and the ability to execute plans that grow reservation sales.

Responsibilities include handling waitlists and no-shows, coordinating with Front Office and Finance for credit approvals, and producing regular reservation reports.

Qualifications

• Bachelor’s degree or higher education qualification.
• Minimum of 3 years related experience, including two years in reservations/front office and management.
• Strong knowledge of local businesses and business trends.
• Must speak local language(s); other languages preferred.

Responsibilities

• 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.

Skills

Reservations

Up-selling

Customer service

Communication skills

Education

Bachelor’s degree / higher education qualification/equivalent

Job description

• 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.

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.