Reservation Executive (Language Speaker)
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The Reservation Executive is responsible for managing global guest inquiries related to room reservations in a professional, courteous, and efficient manner. Duties include processing reservations, responding to guest requests, providing information about the hotel and facilities, and ensuring all reservations are accurately entered into the system.
Together, we'll make travel better.
- Booking Management:
Handle guest inquiries regarding room availability, rates, and special offers through various communication channels (phone, email, online booking platforms). - Input and manage individual and group reservations within the hotel’s PMS (e.g., Opera, Oasis or other relevant systems).
- Confirm, modify, or cancel reservations based on guest requests and hotel availability.
- Ensure that guest information, such as room preferences, payment details, and special requests, is accurately captured in the PMS.
Maximizing Hotel Occupancy: - Monitor room availability and ensure maximum occupancy by managing overbooking strategies or adjusting reservations as needed.
- Collaborate with the revenue management team to adjust room rates based on demand, ensuring the best revenue outcomes.
- Suggest upgrades or alternative room types to guests to optimize revenue and guest satisfaction.
Guest Relations: - Offer solutions to guest issues related to reservations, such as changes in dates, room types, or special requests, ensuring a positive experience.
- Coordinate with the front desk, housekeeping, and other departments to ensure that guest requests are fulfilled (e.g., special room setups, amenities).
Using Hotel PMS Systems: - Efficiently navigate and operate the hotel’s PMS to enter, track, and modify reservations.
- Run daily and weekly reports from the PMS to check booking trends, cancellation rates, and revenue performance.
Rate Management and Adjustments: - Apply rate changes and promotions through the PMS based on hotel policies and revenue management strategies.
- Ensure that all booking channels (direct bookings, OTAs, and travel agents) have synchronized and accurate rates.
Payment Processing: - Handle billing questions related to reservations, ensuring accuracy in charges and payments processed in the PMS.
- Process refunds or credit adjustments in the event of cancellations or changes.
Maintaining Reservation Data: - Regularly audit the PMS to ensure accurate reservation data, avoiding duplicate bookings, and maintaining guest history.
- Maintain proper records of reservations, cancellations, and no-shows for future reference and reporting.
What you'll need:
- Minimum 2-3 years of experience in an international chain hotel and experience in managing global reservations, distribution, or revenue management.
- Strong knowledge of hotel PMS (e.g., Opera, Oasis Amadeus, or other relevant systems).
- Experience with Channel Management Systems (e.g., SiteMinder, STAAH, etc.).
- Excellent communication and customer service skills.
- Familiarity with revenue management principles and booking channel management.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficient in managing group and event bookings.
- High attention to detail to avoid errors in reservations and payments.
- Good command of both spoken and written English and ability to speak Mandarin / Cantonese is desirable to interact with guests and internal teams.
- Collaboration with the front office, sales, and revenue management teams is essential.
Employer questions
- Which of the following statements best describes your right to work in Malaysia?
- What's your expected monthly basic salary?
- Which of the following types of qualifications do you have?
- How many years' experience do you have as a Reservations Executive?
- Do you have customer service experience?
- How would you rate your Mandarin language skills?
Company profile
We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.
PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program etc.