Restaurant Reservations Manager

Shangri-La Group; Kuala Lumpur; On-site; MYR 45,000 - 71,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking an energetic and multi-skilled professional to oversee the Restaurants Reservations Information Centre (RRIC) and coordinate reservations with F&B management and outlet teams. You will also monitor LG2Go operations and manage online order-taking to maximise bookings and guest satisfaction.

The role requires 2+ years in a similar luxury-hotel position, strong leadership, and excellent communication.

Qualifications

• 2 years' experience in a similar role within a five-star hotel.
• Diploma/Degree in Hospitality, Hotel Management, Food Service Management, Business Administration, or related field with 2 years of relevant experience.
• Knowledge of restaurant reservation systems, preferably TMS.

Responsibilities

• Oversee the day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Coordinate closely with F&B Management and Outlet Managers to ensure accurate restaurant reservations and bookings.
• Monitor and support Lemon Garden 2Go (LG2Go) online food ordering and delivery operations.
• Manage restaurant reservations and online order-taking activities.
• Ensure compliance with hotel policies, procedures, regulations, and service standards.

Skills

Leadership

Communication

Multitasking

Customer service

English proficiency

Education

Diploma/Degree in Hospitality

Tools

TMS reservation systems

Microsoft Office

Job description

Be part of our Shangri-La family

Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East.

Shangri-La, Kuala Lumpur

Be part of our Shangri-La family

Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East. Based in Hong Kong, we are expanding globally with developments under way throughout Asia, the Middle East and Africa. With our extensive footprint in Asia and in key cities worldwide, we offer global exposure, exciting career prospects and opportunities in hospitality, F&B, real estate, technology, marketing, design, business development, finance, project management, and many other areas. Shangri-La Kuala Lumpur is perfectly situated in the heart of the city, to explore and discover well-known attractions and activities that Kuala Lumpur has to offer. As a premier deluxe hotel with a proud tradition in providing gracious Malaysian hospitality to the world, we are inviting dynamic individuals to join one of the region's most exclusive city hotel. We are in search of energetic, vibrant and multi-skilled individuals who are able to meet the ever-changing challenges and contribute towards the success of the hotel. It takes a very special kind of person to work at Shangri-La. Someone with an eye for detail and the skills to perform. Someone with an attitude to deliver and a passion to delight.

Job Description

• Oversee the day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Coordinate closely with F&B Management and Outlet Managers to ensure accurate restaurant reservations and bookings.
• Monitor and support Lemon Garden 2Go (LG2Go) online food ordering and delivery operations.
• Manage restaurant reservations and online order-taking activities.
• Ensure compliance with hotel policies, procedures, regulations, and service standards.
• Supervise RRIC agents and provide guidance on work priorities and responsibilities.
• Prepare staff rosters and annual leave schedules.
• Monitor opening and closing procedures and ensure smooth shift transitions.
• Maximize restaurant bookings and drive business performance.
• Upsell dining experiences and handle guest enquiries through phone, email, fax, and WhatsApp.
• Prepare and review correspondence, proposals, invoices, and confirmation letters.
• Maintain reservation records, reports, and business tracking systems.
• Support departmental KPIs and continuous improvement initiatives.
• Conduct training, coaching, and performance evaluations for team members.
• Communicate guest feedback and operational matters to management.
• Coordinate reservations and logistics for special events, promotions, and festive occasions.
• Monitor group bookings and ensure timely follow-up with guests.
• Maintain a safe, healthy, and professional work environment.

Job Requirements

• Minimum 2 years' experience in a similar position within a five-star hotel.
• High school diploma or equivalent with 4 years of relevant experience in F&B, restaurant reservations, or related fields.
• OR Diploma/Degree in Hospitality, Hotel Management, Food Service Management, Business Administration, or related field with 2 years of relevant experience.
• Knowledge of restaurant reservation systems, preferably TMS.
• Proficient in Microsoft Office applications.
• Good understanding of F&B operations, menus, and service standards.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Good planning, organization, and multitasking skills.
• Customer-oriented with strong relationship-building skills.
• Knowledge of food safety, hygiene, and relevant regulations.
• Ability to train, coach, and develop team members.
• Good written and spoken English communication skills.

Basic computer literacy and numerical skills.