Reservation Executive

Overview:

Mangala Estate Boutique Resort is seeking an experienced Reservation Executive to oversee our reservation processes. The Reservation Executive will handle reservations inquiries and bookings, provide excellent customer service to guests, and ensure smooth and efficient reservation processing. This role demands strong communication skills, keen attention to detail, and the ability to thrive in a fast-paced environment. Proficiency in managing Online Travel Agencies (OTAs) and using the OPERA Property Management System (PMS) is essential.

Responsibilities:

1. Process reservations by mail, telephone, email, or in person.
2. Input and update reservation information accurately in the OPERA PMS.
3. Ensure all reservation details are correct, including dates, room types, rates, and special requests.
4. Respond promptly to guest inquiries and provide information on resort facilities, services, and promotions.
5. Handle guest complaints and issues related to reservations professionally and efficiently.
6. Offer personalized services and recommendations to enhance guest experiences.
7. Manage and update inventory and rates on OTAs to maximize revenue and occupancy.
8. Monitor OTA performance and adjust strategies as needed.
9. Ensure all OTA reservations are accurately imported into the OPERA PMS.
10. Coordinate with other departments (e.g., Front Office, Housekeeping, F&B) to ensure seamless guest experiences.
11. Monitor and manage room inventory to optimize occupancy and revenue.
12. Work closely with the Sales and Marketing team to support promotional activities and packages.
13. Follow up on pending reservations and confirmations.
14. Process payments for reservations and ensure proper billing procedures.
15. Handle cancellations, modifications, and refunds according to resort policies.

Requirement:

1. Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
2. Previous experience in reservations, front office, or customer service in the hospitality industry.
3. Proficiency in using the OPERA PMS and managing OTAs.
4. Excellent communication and interpersonal skills.
5. Strong organizational and multitasking abilities.
6. Attention to detail and accuracy in data entry.
7. Ability to work flexible hours, including weekends and holidays.
8. Hands-on experience and thrive in practical, action-oriented person
9. Proficiency in English & Bahasa Malaysia; knowledge of additional languages (Chinese, French, German) is a plus

Equal Opportunity:

Our resort is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status in accordance with applicable law.