Hospitality jobs in Malaysia

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• Able to work on rotational shift (24*7)
• Good communication skill and language capabilities.Proficient in English; multilingual is strongly preferred

• Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

• To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

• Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

• Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

• Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

• Establish an appropriate contingency plan in the event our reservation system is not available

• Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

• Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

• Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

• Ensure that all team members can cross- and up-sell the hotel’s products and services

• To ensure that all team members are well-trained and ready for the property’s opening

• Develop and maintain a highly-skilled and motivated team

• Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

• Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

• Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

• Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

• Promote the Hotel’s products and services

• Maintain a high level of product and service knowledge about the hotel

• Develop and maintain a regular pattern of sales calls

• Prepare and execute action plans which increase reservation sales and associated business

• Record and process reservations made by phone/fax/email

• Process amendments to reservations such as extensions, early departures, etc

• Manage “no show” reservations by investigation and recording of same

• Record special billing arrangements for groups and conventions

• Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

• Maintain knowledge of special rates/ offers/ promotions

• Review guest feedback and recommend appropriate actions to continuously improve our guest experience

• Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

• Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

• Achieve a high level of customer service delivery across operations

• Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

• Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

• Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

• To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

• Manage all service issues in a timely and professional manner and escalate accordingly where required

• Compile reports on No-Show for guaranteed reservation billing and future business forecasting

• Ensure that all objectives/deliverables are achieved in a timely manner

• Able to organize staffing effectively in the situation of sudden increases in business volume

• Any other responsibilities that may be assigned from time to time

• A minimum of 3 years experience in the capacity of Reservations position in an established international brand

• The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

• Have worked in a call center environment is highly desired

• Must be computer literate and have internet awareness

• Have strong operational background driving operational and service excellence

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required
• University or College Degree in Hotel Administration or Hotel Management

• Candidates must speak fluent English and Mandarin

• Pays attention to details and have strong customer service skills

• Possess strong leadership and team management skills

• A team player and takes initiative to assist other Team Members when required

• Proven ability to recruit, train, motivate and direct a professional team

• Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

• Analytical and objective in handling issues balancing business and customer objectives

• Have impeccable follow-through; and “Can Do” attitude and mindset

• Able to manage and prioritize workload

• Excellent time management, organizational, communication and motivational skills

• Well groomed and professional disposition

• Must be willing to work any day of the week and on rotational shift when business requires