Reservation Agent

We are seeking a detail-oriented and customer-focused Reservation Agent to join our dynamic team in Sepang, Malaysia. In this role, you will be the crucial first point of contact for our guests, guiding them through the booking process and ensuring a seamless, memorable reservation experience. You will manage reservations with precision, build strong guest relationships, and collaborate with hotel departments to deliver exceptional service from the initial inquiry through check-in.

• Process, modify, and manage guest reservations with accuracy and efficiency
• Handle incoming calls and emails professionally, responding promptly to guest inquiries and special requests
• Enter and update reservation information in the property management system with meticulous attention to detail
• Coordinate with various hotel departments to ensure guest requirements are clearly communicated and fulfilled
• Maximize revenue opportunities through strategic upselling of room types and hotel amenities
• Maintain organized records of all reservations and guest communications
• Resolve booking discrepancies and guest concerns with empathy and decisiveness
• Provide guests with comprehensive information about property facilities and services
• Support the smooth day-to-day operations of the reservations department
• Contribute to maintaining departmental standards and best practices

• Previous experience in a reservations role or similar customer-facing position
• Proficiency with Opera Property Management System or comparable reservation software
• Strong verbal and written communication skills with the ability to engage professionally with diverse guests
• Excellent organizational and time management abilities to handle multiple reservations simultaneously
• Demonstrated attention to detail and commitment to accuracy in data entry and booking management
• Ability to work effectively in a fast-paced, dynamic environment
• Proficiency with computer systems and standard office software
• Customer service excellence with a genuine commitment to guest satisfaction
• Problem-solving mindset with the ability to handle guest requests and concerns with flexibility and empathy
• Collaborative approach to working with cross-functional hotel teams
• Ability to remain calm and professional under pressure