Reservation Executive

Job Summary

Responsible for handling hotel room reservations, ensuring accurate booking arrangements, providing excellent customer service and maximising room occupancy and revenue through effective reservation management.

Key Responsibilities

1. Handle incoming room reservation enquiries through telephone, email, online booking platforms and other communication channels.

2. Process individual and group room reservations, amendments, cancellations and special requests accurately.

3. Provide guests with information on room types, rates, hotel facilities, promotions and booking policies.

4. Ensure all reservations are properly entered and updated in the Property Management System (PMS).

5. Monitor room availability, rates and inventory to ensure accurate room allocation and maximise occupancy.

6. Coordinate with Front Office, Sales, Housekeeping and other relevant departments to ensure smooth guest arrivals and special arrangements.

7. Handle guest enquiries, complaints and reservation-related issues professionally and promptly.

8. Verify booking details, payment guarantees, deposits and billing instructions.

9. Monitor online travel agent (OTA) bookings and ensure reservation details are accurately reflected in the hotel system.

10. Prepare daily reservation reports, arrival lists and other relevant documentation.

11. Maintain proper filing and documentation of all reservation records.

12. Perform any other duties as assigned by the immediate superior or management.

Job Requirements

1. Diploma or Degree in Hospitality Management, Tourism Management or any related field.

2. Minimum 1–2 years of working experience in hotel reservations or Front Office operations. Fresh graduates with relevant qualifications may also be considered.

3. Good communication and interpersonal skills, with a pleasant telephone manner.

4. Proficient in English and Bahasa Malaysia. Ability to communicate in additional languages will be an added advantage.

5. Computer literate with good knowledge of Microsoft Office applications.

6. Knowledge of hotel Property Management Systems (PMS) and online booking platforms (OTA) will be an advantage.

7. Strong attention to detail with good administrative and organisational skills.

8. Ability to handle multiple tasks, work under pressure and meet deadlines.

9. Customer-oriented with a positive attitude and problem-solving abilities.

10. Able to work independently as well as in a team.

Dorsett Kuala Lumpur

172, Jln Imbi, Pudu, 55100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur