Job description
Join Minor Hotels as a Reservations Agent in Malaysia and play a key role in delivering exceptional guest experiences. You will support the Reservations Manager in maximizing occupancy, optimizing room inventory, and driving revenue through accurate bookings and responsive guest service. This role is ideal for a detail-oriented communicator who thrives in a fast-paced hospitality environment.
As part of the on-property reservations team, you will collaborate with front desk, sales, and revenue management to ensure seamless guest journeys from inquiry to arrival. You will handle individual and group bookings, manage guest profiles in the property management system, and respond promptly to inquiries via phone, email, and online channels. A strong focus on accuracy, empathy, and efficiency will help you convert inquiries into confirmed reservations and upsell available options.
We offer opportunities to learn revenue-driven strategies, range of room types, and service add-ons. You will contribute to achieving key performance indicators while upholding Minor Hotels' standards of service and guest satisfaction. The role also provides room for professional growth, cross-property learning, and exposure to a diverse portfolio of brands.
Requirements include a proactive mindset, excellent communication skills in English (and Malay a plus), and the ability to work well in a collaborative team. If you enjoy solving problems for guests, managing multiple tasks, and delivering personalized service, you will thrive in this role at Minor Hotels.
Responsibility
- Handle inbound reservations via phone, email, and online channels with a focus on speed and accuracy.
- Update and maintain guest profiles in the property management system (PMS) and ensure data integrity.
- Collaborate with Reservations Manager to optimize inventory, rate integrity, and yield opportunities.
- Process bookings, amendments, and cancellations for individuals and groups.
- Respond to guest requests, special arrangements, and VIP needs with a high level of courtesy and problem-solving.
- Cross-sell room types, packages, and services to maximize revenue while meeting guest expectations.
- Provide timely reporting and feedback to support revenue management and frontline communication.
- Assist in training and mentoring junior reservations staff and maintaining brand standards.
Qualification
- Proven experience in hospitality reservations or front desk operations.
- Strong communication skills in English; Malay language proficiency is a plus.
- Proficiency with CRM and PMS systems (e.g., Opera, Fidelio) and MS Office.
- Excellent organizational skills with the ability to multi-task and manage competing priorities.
- Customer-service orientation and problem-solving mindset.
- Ability to work flexible shifts, including weekends and holidays as required.
- Knowledge of revenue concepts and upselling is advantageous.