Job Overview:The Hotel Reservation Officer is responsible for handling all aspects of guest reservations, from processing inquiries to confirming bookings. This role involves providing excellent customer service, managing reservation systems, and working closely with other departments to ensure a seamless guest experience.
Manage incoming reservation requests via phone, email, and online booking platforms.
- Confirm room availability and process bookings accurately in the reservation system.
Upsell additional services such as room upgrades, special packages, and dining options.- Ensure accurate input of guest details, preferences, and special requests in the system.
Provide excellent customer service by assisting guests with inquiries, modifications, and cancellations.
- Address and resolve guest concerns related to reservations promptly and professionally.
Follow up on special requests and ensure guest satisfaction.- Communicate guest preferences and special requests to the appropriate departments (e.g., housekeeping, front desk).
Coordinate with sales and marketing teams for group bookings, corporate accounts, and promotional offers.
- Work with the front desk to ensure smooth check-in/check-out processes.
Maintain an organized reservation system and ensure all information is up-to-date.- Prepare daily, weekly, and monthly reports on reservations, occupancy rates, and revenue.
Monitor and adjust room inventory and pricing strategies as directed by management.
- Process deposits, pre-payments, and cancellations according to hotel policies.
Proficiently use the hotels property management system (PMS) and other related software.- Ensure that the system is updated with current room rates, availability, and special offers.
High school diploma or equivalent; a degree in hospitality management or a related field is preferred.- Previous experience in hotel reservations, front desk, or customer service roles is an advantage.
Excellent communication and interpersonal skills.
- Strong organizational skills with attention to detail.
Ability to multitask and work under pressure.- Proficiency in reservation software and property management systems.
Knowledge of hotel operations and guest service principles.
- Friendly and approachable demeanor.
Professional and courteous in handling guest interactions.- Problem-solving skills and a proactive attitude.
Ability to work in a team and collaborate effectively.
May require working in shifts, including evenings, weekends, and holidays.
- Primarily office-based with some interaction with guests at the front desk if needed.
Job Type: Full-time
Pay: RM2,
- 00 - RM3,000.00 per month
Schedule: - Day shift
Monday to Friday
Weekend jobs
