Reservations Supervisor - Hyatt Place Kuala Lumpur Bukit Jalil

Hyatt Place Kuala Lumpur Bukit Jalil; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

A leading hotel in Malaysia is seeking a Revenue Manager to optimize room sales and develop effective pricing strategies. The role requires collaborating with various teams to enhance customer service while ensuring compliance with internal policies. Candidates should have 2-3 years of experience in hotel revenue management, strong analytical skills, and proficiency with revenue management systems.

Qualifications

• Must have strong analytical skills and attention to detail.
• Experience in collaborating with marketing teams to enhance promotion strategies.
• Ability to develop packages and pricing strategies during off-peak periods.

Responsibilities

• Ensures efficient and accurate filing and record maintenance.
• Collaborates with front office on pricing policies and guest inquiries.
• Develops marketing strategies aligning pricing with promotional campaigns.
• Leads efforts to protect revenue by mitigating overbooking risks.

Skills

Revenue management experience

Yield management

Inventory control

Customer service

Education

2-3 years of experience in hotel revenue management or reservations

Tools

Revenue management systems

Job description

Come and join us in our journey as We Care for People So They Can Be Their Best! We believe that being your best is about being your true self - engaged, fulfilled and ready to take on the world.

Hyatt Place Kuala Lumpur, Bukit Jalil - marks the first Hyatt Place hotel in Malaysia. Located in Bukit Jalil, an affluent suburb located within the southern corridor of Kuala Lumpur, the hotel features approximately 250 guestrooms, a three‑meal restaurant, a large ballroom and 4 meeting rooms as well as a flexible event space on the rooftop, a fitness centre and a sky pool.

Administration

• Ensures that an efficient and accurate filing system, both manually as well as electronically is maintained at all times.
• Maintain accurate records of pricing strategies, contracts, negotiations, and revenue performance.
• Generate and distribute regular reports on revenue performance and key performance indicators to relevant stakeholders, including senior management and ownership.
• Ensure compliance with internal policies, brand standards, and legal regulations related to revenue management and pricing.
• Define and manage rate rules, restrictions, and booking policies in the property management system.
• Assist in overseeing the organization and storage of relevant data, including historical revenue data and market trends.

Customer Service

• Collaborate with the front office team to provide guidance on pricing policies, availability, and customer inquiries.
• Implement clear and transparent pricing policies to reduce guest confusion and enhance trust.
• Utilise customer feedback and reviews to improve pricing and service improvement strategies.
• Collaborate with the marketing team to promote and support loyalty programmes to retain and engage repeat customers.
• Assist the Head of Revenue Management to develop packages, promotions, and discounts to stimulate demand during off‑peak periods or for specific market segments.
• Be attentive to respect the privacy / confidentiality of the information or guest name available. Ensure not to transmit any guest name or guest history information.

Marketing

• Collaborate with the marketing department to align pricing and promotional strategies with marketing campaigns.
• Provide pricing and inventory data to support content development for marketing materials and online presence.
• Leverage competitive analysis to inform marketing strategies, including pricing positioning.
• Utilise customer data and booking patterns to inform marketing timing and campaigns for maximum effectiveness.
• Support event marketing efforts by providing rate and pricing strategies for conferences and meetings.

Operational

• Lead efforts to protect revenue by mitigating risks associated with overbooking, underbooking, and fraudulent activities.
• Actively follow up sales leads.
• Develop and maintain operational procedures for the reservations department to optimise resources.
• Ensure to achieve or exceed the monthly and yearly target of room sales.
• Manage relationships with third‑party vendors providing operational support for reservation systems.
• Ensure services provided are always carried out according to defined standards with the utmost efficiency, consistency and courtesy as detailed in the operation manual.
• Monitor operational reports and metrics to identify areas for improvement and streamline processes.
• Maintain detailed knowledge of hotel facilities, features and services.

Personnel

• Support the implementation of The Hyatt Care Purpose, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Promote teamwork and effective communication among reservation, revenue management, and front office personnel.
• Assist Head of Revenue Management to plan and implement effective training programmes for related employees.
• Foster a culture of continuous learning and professional development within the department.
• Oversee conflict resolution and handle personnel matters with sensitivity and professionalism.

Other Duties

• Attend and contribute to all training sessions and meetings as required.
• Exercise responsible behaviour at all times and positively represent the hotel team and Hyatt Hotel Group.
• Maintain strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.
• Read the hotel's Employee Handbook and understand and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensure high standards of personal presentation and grooming.
• Respond to changes in the Revenue & Reservations function as dictated by the industry, company and hotel.
• Carry out any other reasonable duties and responsibilities as assigned.

Qualifications

• 2‑3 years of experience in hotel revenue management or reservations.
• Experience with yield management, pricing strategies, and inventory control.
• Proficiency in revenue management systems.