Reservation Agent

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist.

Job Description

We are seeking a detail-oriented and customer-focused Reservation Agent to join our dynamic team in Sepang, Malaysia. In this role, you will be the crucial first point of contact for our guests, guiding them through the booking process and ensuring a seamless, memorable reservation experience. You will manage reservations with precision, build strong guest relationships, and collaborate with hotel departments to deliver exceptional service from the initial inquiry through check-in.

• Process, modify, and manage guest reservations with accuracy and efficiency
• Handle incoming calls and emails professionally, responding promptly to guest inquiries and special requests
• Enter and update reservation information in the property management system with meticulous attention to detail
• Coordinate with various hotel departments to ensure guest requirements are clearly communicated and fulfilled
• Maximize revenue opportunities through strategic upselling of room types and hotel amenities
• Maintain organized records of all reservations and guest communications
• Resolve booking discrepancies and guest concerns with empathy and decisiveness
• Provide guests with comprehensive information about property facilities and services
• Support the smooth day-to-day operations of the reservations department
• Contribute to maintaining departmental standards and best practices
  
  

Qualifications

• Previous experience in a reservations role or similar customer-facing position
• Proficiency with Opera Property Management System or comparable reservation software
• Strong verbal and written communication skills with the ability to engage professionally with diverse guests
• Excellent organizational and time management abilities to handle multiple reservations simultaneously
• Demonstrated attention to detail and commitment to accuracy in data entry and booking management
• Ability to work effectively in a fast-paced, dynamic environment
• Proficiency with computer systems and standard office software
• Customer service excellence with a genuine commitment to guest satisfaction
• Problem-solving mindset with the ability to handle guest requests and concerns with flexibility and empathy
• Collaborative approach to working with cross-functional hotel teams
• Ability to remain calm and professional under pressure