Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will provide support, from administrative, customer service, and sales lead development perspectives, for the Sales & Marketing team to develop future and repeat business. As a Reservation Agent, you’re not just supporting event delivery/sales lead development perspectives – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Here’s what you’ll do during a typical day:
Attending queries– telephones have to be answered within of three rings. Handle telephone reservations professionally and warmly, adhering to Hotel standard.
Working closely with National Sales Office, Malaysia, GC&E department and Food and Beverage outlet in processing reservation requests by the respective accounts.
Maximization of room sales, food and beverage outlet sales and revenue for the availability and rate control ensure a high level of product knowledge of the hotel and the local area.
Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel. Liaise and follow up with support departments.
Develop and maintain a high level of communication with all major sources of business and advise the Reservations Manager of feedback where necessary.
Ensure a high level of customer service is consistently maintained.
Advise the Reservations Manager of any changes or trends relating to business.
Ensure that all correspondence has been filed accordingly, with correct and updated information.
Adhere to all company credit policies to ensure that all revenue expected will be received.
Comply with all company policies relating to reservations.
Confirm availability control and overbooking decisions with the Reservations Manager.
Prepares arrival list for the following day.
Follow up on early departure, late cancellations and no show bookings.
To be proactive in selling, taking reservations, sending proposals and confirmations, responding to F&B business related queries through emails.
Understand Food and Beverage outlet information - F&B Menus, promotions, restaurant capacity & layout.
Passing on of sales leads to the Sales Department. Additional F&B, C&E sales etc. Obtain HHonors members.
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications:
- At least 1 year of experience in a hotel sales admin/coordinator role preferred.
- Diploma or degree in Marketing, Hospitality, Communications, or related field.
- Strong verbal and written communication skills.
- Experience in customer service, event coordination, or marketing preferred.
- Proficiency in Microsoft Office and hotel/event management software.
- Creative mindset with attention to detail.
- Ability to multitask and manage time effectively.
- Analytical thinking and data-driven decision-making.
- Team player with a proactive attitude and problem-solving skills.
- Familiarity with digital marketing tools and CRM platforms is a plus.