Reservations Manager - Regent Kuala Lumpur (Pre-opening)
IHG · Malaysia
WHAT’S THE JOB?
At Regent Kuala Lumpur, we want to elevate our guests above the noise, this can only be achieved if we thoughtfully manage and connect the service processes. Every role here plays a part in that promise, bringing care and poise to the guest journey, whether guests see it directly or feel it in the quality of their stay.
The Reservations Manager leads the day-to-day operations of the Reservations department, ensuring every booking, amendment, and guest enquiry is handled with the same precision and warmth that defines the Regent guest journey. This role blends hands-on team supervision with a sharp commercial eye, maximising occupancy and revenue while safeguarding the accuracy and care behind every reservation.
YOUR DAY TO DAY
People
- Promote a ‘one team’ approach and reliable service through daily communication and coordination with all team members
- Work with the Director of Sales & Marketing on manpower planning and management needs
- Support the preparation and management of the department's budget
Financial
- Sell hotel products and services using up-selling and suggestive selling techniques
- Prepare and execute action plans to increase reservation sales and associated business
- Record special billing arrangements for groups and conventions
- Liaise with the Guest Service Leader or Finance Manager on reservations requiring credit approval
- Maintain up-to-date knowledge of special rates, offers, and promotions
- Monitor reservation levels and inform managers of current and future occupancy rates
- Prepare reservation sales reports and other reports as requested
Guest Experience
- Answer guest enquiries clearly and practically, in line with brand standards
- Handle guest complaints appropriately, or direct them to the Guest Service Leader as needed
- Reliably manage the special needs and requests of guests and repeat visitors
- Process reservation amendments, including extensions and early departures
- Investigate and record ‘no show’ reservations
- Record and process reservations made by phone, fax, and email, including waitlist requests
- Manage and promote the hotel on the IHG brand website
Responsible Business
- Maintain awareness of Occupational Health and Safety (OH&S) policies and procedures, ensuring all activities are conducted safely
- Maintain familiarity with property safety, first aid, fire, and emergency procedures
- Support the hotel's corporate responsibility initiatives across community involvement, environmental management, and workplace health and safety
- Engage in the hotel's CSR activities in a timely manner
Accountabilities
- Full leadership of the Reservations department's day-to-day operations
- Accurate, timely processing of all reservations, amendments, and cancellations
- Achievement of reservation sales targets and occupancy goals
- Consistent delivery of Regent's brand standards across every guest enquiry and booking
WHAT WE NEED FROM YOU
- To thrive in this role and bring poise and precision to the guest journey, you'll need:
- Bachelor's degree or equivalent in Hospitality Management, Business Administration, or a related field
- Minimum 2–4 years' experience in a hotel reservations or front office setting, including supervisory experience
- Strong knowledge of reservation systems and revenue management principles
- Excellent communication and guest service skills
- Fluent English required; other languages an advantage