Sales Support - B2B Online Hotel Booking

CONVERGENT; Kuala Lumpur; On-site; MYR 50,000 - 73,000; Full time

Job summary

CONVERGENT in Kuala Lumpur is seeking a dedicated B2B hotel reservations support specialist to assist travel agencies, tour operators, and business partners with bookings, quotations, amendments, and inquiries.

You will work with sales, contracting, reservations, and hotel partners to ensure smooth processes; fluency in English and Mandarin, plus MS Office skills, are essential; experience in hotel reservations is preferred; ability to handle multiple bookings under time pressure is required.

Qualifications

• Diploma or Bachelor’s Degree in Hospitality, Tourism, Business Administration, Sales, or related field.
• Experience in hotel reservations, travel agencies, online platforms, or B2B sales support preferred.
• Good knowledge of hotel booking processes and online reservation systems.
• Strong communication and customer-service skills; fluent in English and Mandarin.

Responsibilities

• Handle B2B hotel booking enquiries through email, online platforms, messaging apps, and other channels.
• Provide availability, rates, promotions, room types, and booking conditions to B2B clients.
• Process new reservations, amendments, cancellations, refunds, and special requests accurately.
• Prepare quotations and assist the sales team with competitive hotel rates and packages.
• Follow up on bookings, payment status, confirmations, and client requests.
• Coordinate with hotels and suppliers regarding availability and issues.
• Maintain accurate booking records in the company’s booking system or extranet.
• Support B2B clients with system/platform-related issues and booking procedures.
• Resolve discrepancies, overbookings, rate issues, and customer complaints professionally.
• Monitor rates/availability and report changes or opportunities to sales.
• Build and maintain relationships with travel agencies, wholesalers, and hotel partners.
• Prepare daily/weekly sales and booking reports if required.
• Collaborate with sales/operations to achieve targets and high service standards.

Skills

Customer service

Multitasking

Communication

English

Mandarin

Education

Diploma/Bachelor's in Hospitality

Tools

Microsoft Excel

Outlook

Job description

Responsible for supporting B2B hotel booking sales operations by assisting travel agencies, tour operators and other business partners with hotel reservations, quotations, booking amendments, cancellations, and customer enquiries. The role works closely with sales, contracting, reservations, and hotel partners to ensure smooth and efficient booking processes.

Key Responsibilities

• Handle B2B hotel booking enquiries through email, online platforms, messaging applications, and other communication channels.
• Provide hotel availability, rates, promotions, room types, and booking conditions to B2B clients.
• Process new hotel reservations, amendments, cancellations, refunds, and special requests accurately.
• Prepare quotations and assist the sales team with competitive hotel rates and packages
• Follow up on pending bookings, payment status, confirmations, and client requests.
• Coordinate with hotels and suppliers regarding availability, room allocation, special arrangements, and booking issues.
• Maintain accurate booking records and update information in the company’s booking system or extranet.
• Support B2B clients with system/platform-related issues and booking procedures.
• Resolve booking discrepancies, overbookings, rate issues, and customer complaints professionally.
• Monitor hotel rates and availability and report significant changes or market opportunities to the sales team.
• Build and maintain good working relationships with travel agencies, wholesalers, corporate clients, and hotel partners.
• Prepare daily/weekly sales and booking reports when required.
• Work closely with the sales and operations teams to achieve business targets and maintain high service standards.

Requirements

• Diploma or Bachelor’s Degree in Hospitality, Tourism, Business Administration, Sales, or a related field.
• Experience in hotel reservations, travel agencies, online travel platforms, B2B sales support, or tourism operations is preferred.
• Good knowledge of hotel booking processes and online reservation systems.
• Strong communication and customer-service skills.
• Good command of English and Mandarin; additional languages are an advantage.
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Able to manage multiple bookings and enquiries accurately under time pressure.
• Strong problem-solving and follow-up skills.
• Detail-oriented, organized, and able to work independently as well as part of a team.
• Willing to work flexible hours, weekends, or public holidays when required.