This job is a Reservations Assistant. You might like this job because you will manage reservations, handle guest queries, resolve complaints, process payments, and collaborate with other departments to ensure a seamless guest experience.
RM 1800 - RM 2500
Full-Time
Job DescriptionManages reservation
Handling New booking, Booking Amendment, Booking Cancellation via various methods, including mail, telephone, CCS, property owners and Greystone's management.
Maintain an organized system for managing reservations, ensuring accuracy and availability.
Check-In/Check-Out: Assist guests with check-in and check-out through CCS or phone calls
Verify guests' reservations and assist with the check-in process.
Provide information about hotel facilities and any necessary assistance.
Manage check-out procedures, settle payments, and ensure a smooth departure process.
Respond promptly to guest inquiries via CCS, over the phone, or via email.
Coordinate with the property team regarding guest requests or concerns.
Provide information about hotel services, local attractions, transportation, and dining options.
Listen attentively to guest complaints, showing empathy and understanding.
Take appropriate action to resolve issues, involving management if necessary.
Follow up with guests to ensure their satisfaction and a positive resolution.
Guest Requests
Fulfill guest requests promptly, whether for extra amenities, room changes, or special accommodations.
Coordinate with the property team regarding guest requests or concerns.
Reservation Cancellations and Modifications
Assist guests with modifying or canceling reservations according to hotel policies, except for OTA bookings, which guests must handle directly with the OTA.
Communicate any cancellation fees or terms to guests and process refunds or adjustments as needed.
Payment Processing
Handle guest payments, process invoices, and accurately manage billing information.
Collect the deposit during check-in via bank transfer or credit card. For cash payments, instruct guests to pay directly at the counter (for properties with a counter); otherwise, inform the person in charge at the property to collect the payment.
Maintaining Records
Keep detailed and accurate records of guest interactions, requests, reservations, and payments.
Use hotel management software or systems to update and maintain databases.
Coordinate with other departments to ensure a seamless guest experience.
Communicate guest needs or special requests to relevant staff members.
Up-selling and Promotions
Inform guests about additional services, upgrades, or promotions available during their stay.
Encourage guests to consider additional amenities or services that could enhance their experience.
Daily Report/ Printing
Prepare reports according to operational needs. For example, the night shift prepares daily departure invoices for OTAs and submits them to finance, sends check-out messages to all departing guests, sends the arrival guest list to Scarletz, and sends the departure guest list to Colony and 99, among other tasks.
Job RequirementsThe Reservation Assistant's role involves helping customers make reservations and assisting with check-ins and check-outs throughCustomer Conversation Software (CCS)or phone calls. They should be well-versed in the products and services offered, enabling them to effectively answer any customer inquiries.
Reservation Assistants need to ensure that customers have a positive experience when booking services and can rely on the company for their travel needs.
Secondary/SPM equivalent
Able to communicate with English & BM (Mandarin as added advantage)
Accept six (6) days work a week with 24/7 shift arrangement
SkillsCustomer Service
Customer Inquiries
Customer Support
Greeting Customers
Customer Data Management
Company BenefitsMonetary Rewards:Your task achievement will be rewarded with Incentives, Commissions, and Performance Bonus!
Open Communication:We encourage open communication whereby everyone is free to voice out their opinions, suggestions or new ideas to help develop the company.
Work-Life Balance:Want a job that gives you work-life balance? Look no further! We are Here!
Career Progressions:In our fast-paced working environment, we acknowledge your hard work and support by providing a career path for your future.
Well Being:Feeling under the weather? We provide Annual Leave and Medical Leave for your well-being.
Additional InfoCompany Activity:Last active - few hours ago
Experience Level:#NoExperienceNeeded, Entry Level
Job Specialisation:Clerical, Administrative & Secretarial, Customer Service, Key Account / Relationship Management
Company ProfileWelcome to Greystone Management Sdn Bhd, a dynamic force in the property industry and a premier accommodation management company based in the vibrant heart of Kuala Lumpur. Established in 2016 by a visionary with extensive experience in the real estate sector, our journey began with a passion to redefine the standards of accommodation services in Malaysia.
Inspired by experiences during travels abroad, we recognized the need for a dedicated and customer-centric approach to property management. From the outset, our mission has been clear – to provide unparalleled service to our clients, ensuring their comfort, satisfaction, and peace of mind.
At Greystone Management, excellence is not just a goal; it's our commitment. We take pride in our rapid ascent to becoming one of Kuala Lumpur's fastest-growing accommodation management companies. Our dedicated team works tirelessly to deliver a seamless and tailored experience, setting us apart as leaders in the industry.
We understand the importance of creating spaces that feel like home, whether for short-term stays or long-term residencies. With a keen focus on quality, innovation, and customer satisfaction, we continually evolve to meet the ever-changing needs of our diverse clientele.
As we expand our footprint, our dedication to maintaining the highest standards remains unwavering. Greystone Management is not just a company; it's a promise of reliability, professionalism, and a commitment to excellence. Join us on this exciting journey as we shape the future of accommodation management in Kuala Lumpur and beyond.
Our vision is to be SEA's most personalised talent ecosystem; elevating human progress by helping careers and companies grow.#J-18808-Ljbffr