Restaurant Reservations Manager

Shangri-La Hotels (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 42,000 - 78,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking an energetic Reservations Supervisor to oversee the day-to-day operations of the Restaurants Reservations Information Centre (RRIC) and coordinate with F&B management to ensure accurate bookings.

You will lead a team of RRIC agents, prepare staff rosters, manage online orders, and drive guest satisfaction while upholding hotel standards and policies in a five-star environment.

Qualifications

• Experience in five-star hotels or luxury hospitality preferred.
• Knowledge of restaurant reservation systems and processes.
• Excellent written and spoken English communication skills.

Responsibilities

• Oversee day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Coordinate with F&B Management and Outlet Managers to ensure accurate reservations and bookings.
• Monitor and support Lemon Garden 2Go online ordering and delivery operations.

Skills

Leadership

Communication

Strategic Planning

Multitasking

Customer Service

Problem Solving

Team Coaching

English Proficiency

Education

Diploma/Degree in Hospitality

High School Diploma + 4 yrs F&B exp

Tools

TMS

Microsoft Office

Job description

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.

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Hotel & Accommodation Services 101-1,000 employees

At Shangri-La Group, joy is more than a feeling – it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.

At Shangri-La Group, joy is more than a feeling – it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.

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