Reservations Manager - Parkroyal Collection & Pan Pacific Services Suites - Kuala Lumpur
(2025-01)
- Reports to Director of Revenue.
- Run Daily Pick-Up Reports for both properties and send to CGM, HOD and Corporate Office.
- Verify monthly OTA Commission reports and submit to Finance Department.
- Maintained awareness of types of rooms available in different resort locations.
- Led cross-functional projects aimed at streamlining communication between departments involved in the guest booking journey.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Maintained awareness of types of rooms available in different hotel locations.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Consulted with central reservations to discuss new rate plans and promotions.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
Reservations Manager - Glenmarie Hotel & Golf Resort - Shah Alam
(2023-01 - 2025-01)
- Reports to Front Office Manager
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Handled reservations and answered questions from interested patrons for busy 261-room hotel.
Reservations Manager - Dorsett Grand Subang - Subang Jaya
(2016-01 - 2020-01)
- Reports to Executive Assistant Manager
- Daily pick-up report for Ex-Comm and Corporate Office
- Daily 30 days Corporate Allotment review charts
- Daily Forecast 1+1 report and submit to Group Sales Team / Revenue Team / EAM / GM / COO
- Weekly Forecast report and submit to Corporate Office
- Attend weekly Revenue Meeting
- Contributed innovative ideas to improve reservation management software functionality based on user experiences.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Consulted with central reservations to discuss new rate plans and promotions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Handled reservations and answered questions from interested patrons for busy 261-room hotel.
Reservations Manager - Holiday Inn Kuala Lumpur Glenmarie - Shah Alam
(2014-01 - 2016-01)
- Reports to Assistant Director of Revenue Management under the Supervision of Area Director of Sales & Marketing in Sales Department
- Consulted with central reservations to discuss new rate plans and promotions.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Handled reservations and answered questions from interested patrons for busy 260-room hotel.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Rooms Division Manager - Primera Residences & Business Suites - Cyberjaya
(2013-01 - 2014-01)
- Reports to Hotel Manager
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
- Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
- Reviewed housekeeping supply charts and inventories.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Inspected rooms for damages and sufficient housekeeping practices.
- Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
- Developed strong relationships with corporate clients, enhancing brand loyalty and driving repeat business.
- Reduced operational costs through strategic vendor negotiations and optimizing inventory management processes.
- Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.
- Increased upselling opportunities by training front desk staff on suggestive selling techniques for additional services or upgraded rooms.
- Trained new employees on standards and hotel procedures.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Evaluated and promptly resolved lodging facility operational issues.
- Implemented successful strategies to increase customer satisfaction.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Oversaw day-to-day operations of 87-room hotel with staff of 10 employees.
- Developed and implemented promotional strategies to increase occupancy.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Accommodations Officer - University of Nottingham Malaysia - Semenyih
(2012-01 - 2013-01)
- Reports to Business Development Manager
- To in-charge Accommodations for Students and Professors
- To assist Students request pertaining to Accommodations, payments & refunds
- To attend weekly Operations Meeting
- Ensure that weekly Housekeeping services are being done upon students request
- To ensure that the hostels facilities that has been extended to the students are in good conditions i.e. Washing Machines, Dryers, Clothes Drying Rack, Gas Stove, Fridge, Microwave, Water Filter, Water Cooler
- To do monthly hostel room key inventory
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Coordinated operations with other emergency service groups.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Reservations Manager - Hotel Equatorial - Kuala Lumpur
(2009-01 - 2012-01)
- Reports to Front Office Manager
- To attend weekly Revenue Meeting
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Worked closely with front desk to achieve full occupancy of property.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Consulted with central reservations to discuss new rate plans and promotions.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Handled reservations and answered questions from interested patrons for busy 662-room hotel.
