Job Description:
- Manage daily operations of the reservations team, ensuring prompt and professional handling of all bookings.
- Monitor room inventory and coordinate with sales and front office to optimize occupancy and revenue.
- Implement pricing strategies in alignment with revenue management goals and market conditions.
- Supervise the handling of group reservations, VIP bookings, and corporate clients.
- Ensure accuracy of data input into the Property Management System (PMS) and other booking platforms.
- Analyze booking trends and prepare daily, weekly, and monthly performance reports.
- Train and mentor reservations team members, maintaining high standards of service and productivity.
- Maintain positive relationships with travel agents, OTAs, and corporate clients.
- Collaborate with Revenue Manager and Director of Sales & Marketing on forecasts and business strategies.
- Handle guest inquiries and complaints related to reservations professionally and efficiently.
Requirements:
- Diploma or Degree in Hospitality Management, Business Administration, or related field.
- Minimum 3–5 years of experience in hotel reservations, with at least 1–2 years in a supervisory or managerial role.
- Strong knowledge of hotel reservation systems (e.g., IDB, Opera, or equivalent).
- Experience with revenue strategies, channel management, and OTA platforms.
- Excellent organizational, analytical, and communication skills.
- Fluent in English and Bahasa Malaysia; additional languages are a plus.
- Strong leadership and team development capabilities.
- Customer-focused with a passion for delivering outstanding service.
- Able to work under pressure and handle multiple priorities.