Job Description
Are you a hospitality enthusiast looking to kickstart your career with a world-renowned brand? Pullman Kuala Lumpur is seeking a detail-oriented and guest-focused Reservations Assistant to join our professional front-office team. In this role, you will be the first point of contact for our guests, ensuring their journey begins with seamless booking experiences and exceptional service.
As part of the Accor group, Pullman offers a vibrant working environment where you will learn the intricacies of hotel operations, revenue management, and guest relations. Whether you are an experienced reservations professional or a motivated fresh graduate with a passion for excellence, we provide the training and support you need to thrive in a global hospitality setting.
Responsibilities
- Manage incoming reservation inquiries via phone, email, and online booking channels with professionalism and efficiency.
- Process room bookings, modifications, and cancellations in accordance with hotel policies and standards.
- Maintain accurate guest profiles and reservation data within the Property Management System (PMS).
- Provide detailed information to guests regarding hotel amenities, room types, rates, and promotional packages.
- Coordinate with the Front Office and Sales teams to ensure guest requirements are met prior to arrival.
- Handle guest complaints or booking disputes with empathy and proactive problem-solving skills.
- Assist in daily reservation reporting and administrative tasks to support revenue management goals.
Qualifications
- Diploma or Degree in Hospitality Management, Tourism, or a related field is preferred.
- Prior experience in hotel reservations or front office operations is highly advantageous, though fresh graduates with a passion for hospitality are encouraged to apply.
- Excellent verbal and written communication skills in English and Bahasa Malaysia; proficiency in additional languages is a plus.
- Strong computer literacy, including proficiency in Microsoft Office and experience with PMS software (e.g., Opera).
- Exceptional customer service skills with a friendly, patient, and professional demeanor.
- Ability to multitask in a fast-paced environment while maintaining high attention to detail.
- Willingness to work on shifts, including weekends and public holidays as required.