Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Process all reservation changes and cancellations received by internally and externally through corporate reservations/travel agencies.
Ascertain callers' needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in system
Access guest history records to best service guests; maintain accurate information in guest history files.
Maximize rate for all reservation.
Promote and sell holiday and other packages to callers requesting reservations on designated dates.
Verify availability. Suggest alternate dates for sold-out dates.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
Set up proper billing accounts (i.e., sharer, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
Verify all reservation information with caller to ensure accuracy.
Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
Document all information for manual reservations on designated form. Input all manual reservations into the system.
Process confirmation letters.
Designate and apply appropriate travel agency commissions.
Initiate deposit refunds for non-group reservations.
Create individual files and group masters with designated information for each group booking received from the Sales Department.
Update changes received from Sales.
Set up group room blocks in the system. Book group reservations against the room block. Input group rooming lists.
Monitor group cut-off dates and review with Sales or group contact.
Review group resumes and convey all pertinent information in the system to appropriate personnel.
Monitor and maintain wait lists daily.
Process requests for mailing brochures, correspondence and package information.
Compile and maintain information for daily/weekly/monthly reports.
Review status of assignments and any follow-up action with on-coming Agent.
Maintain complete knowledge of;
All hotel facilities/services, hours of operation.
All guest room layouts, bed types, decor, appointments and locations.
Room availability for any given day.
Restricted dates, rates and room types.
All room rates, packages and promotions
Specific arrangements between hotel and travel agencies, corporate reservations centre.
Entertainment/special events scheduled in the hotel.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
Reading, writing and oral proficiency in the English and Bahasa Malaysia language.
Diploma in Hospitality required or equivalent experience in the form of 2 years hotel operations
High degree of customer service and interpersonal skills
Familiar with hotel reservations & service, must have experience in the related field.
Able to work well under pressure in a fast paced environment
Ability to multi-task and be detailed oriented
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