EN - Reservation Agent
We are seeking a professional and customer-focused Reservations Agent to join Novotel Johor Bahru City Centre. As a Reservations Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring a smooth booking experience.
- Respond promptly and professionally to all room reservation inquiries via phone, email, and other communication channels
- Efficiently book accommodations for guests across various market segments, including leisure, business travel, and group bookings
- Accurately record all required reservation information in our Property Management System
- Upsell room types and additional services to maximize revenue while meeting guest needs
- Provide detailed information about our property, amenities, and local attractions in Johor Bahru
- Collaborate with other departments to ensure guest requests and special requirements are met
- Handle changes, cancellations, and special requests with a customer-centric approach
- Maintain up-to-date knowledge of room availability, rates, and promotional offers
- Assist in resolving customer complaints and concerns in a timely and professional manner
- Contribute to the continuous improvement of our reservation processes and guest experience
- Minimum of 1 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry
- Excellent command of English; knowledge of additional languages is a plus
- Professional telephone etiquette and strong written communication skills
- Proficiency in Property Management Systems (e.g., Opera) and Microsoft Office applications
- Detail-oriented with the ability to multitask in a fast-paced environment
- Strong problem-solving skills and ability to make decisions independently
- Flexible availability to work various shifts, including weekends and holidays
- Customer-focused mindset with a passion for delivering exceptional service
- Ability to work collaboratively in a team environment
- Strong organizational skills and attention to detail
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus