Reservations Agent

About the role

We are seeking a dedicated and customer-focused Reservations Agent to join the team at Le Meridien Kota Kinabalu. This is a full-time position based in Kota Kinabalu, Sabah, where you will be the first point of contact for guests seeking to book their stays with us. As a Reservations Agent, you will play a vital role in creating a positive first impression and ensuring that every booking is handled with professionalism and efficiency. Your work will directly impact guest satisfaction and revenue generation for the hotel, making this a key position within our operations team.

Key responsibilities

• Processing accommodation reservations via telephone, email, online platforms and walk-in enquiries
• Providing accurate and detailed information about room types, rates, facilities and special promotions to prospective guests
• Maintaining comprehensive knowledge of hotel facilities, services and local attractions to enhance the guest experience
• Managing reservation databases and ensuring all booking details are accurately recorded and updated
• Handling special requests, group bookings and VIP reservations with attention to detail
• Following up with guests prior to arrival to confirm bookings and address any queries or concerns
• Coordinating with other departments including front office, housekeeping and food and beverage to ensure seamless guest experiences
• Processing cancellations and modifications to reservations in accordance with hotel policies
• Upselling room upgrades, additional services and packages to maximise revenue opportunities
• Maintaining professional communication standards and resolving customer complaints promptly and courteously

What we're looking for

• Proven experience working in a reservations or customer service role within the hospitality industry, preferably in a hotel environment
• Excellent verbal and written communication skills in English; proficiency in additional languages is highly advantageous
• Strong proficiency with reservations management systems and computer applications, including Microsoft Office
• Exceptional customer service skills with the ability to handle enquiries professionally and courteously
• Excellent organisational and time management abilities to manage multiple bookings and inquiries simultaneously
• Strong attention to detail and accuracy, particularly when handling reservation data and financial transactions
• Ability to work independently and as part of a team in a fast-paced environment
• High level of patience, diplomacy and problem-solving skills when dealing with guest requests and concerns
• Knowledge of Kota Kinabalu, local tourism attractions and facilities is preferred
• Flexibility to work shift patterns, including weekends and public holidays as required

What we offer

At Le Meridien Kota Kinabalu, we are committed to providing our team members with a rewarding and supportive work environment. We offer competitive remuneration packages commensurate with experience and qualifications. Our benefits include:

• Comprehensive health and wellness benefits to support your physical and mental wellbeing
• Staff discounts on accommodation, dining and other hotel facilities
• Opportunities for professional development and career progression within the Le Meridien and Marriott International portfolio
• Training programmes to enhance your skills and product knowledge
• A collaborative and inclusive workplace culture that values diversity and teamwork
• Access to employee assistance programmes and support services

About us

Le Meridien Kota Kinabalu is a prestigious 5-star hotel located in the heart of Malaysia's Sabah state. We are part of the world-renowned Marriott International portfolio and are dedicated to delivering exceptional service and authentic experiences to our guests. Our hotel combines contemporary elegance with warm Malaysian hospitality, offering guests a unique blend of comfort and cultural richness. We pride ourselves on our commitment to sustainability, innovation and employee development. Our team is composed of talented and passionate individuals who share a commitment to excellence and creating memorable experiences for our guests. Working with us means being part of a global hospitality leader with opportunities to grow your career and make a positive impact in the lives of our guests and communities.

Apply now

If you are a motivated and customer-oriented professional seeking a rewarding role in the hospitality industry, we would like to hear from you. Please submit your CV and a covering letter to our Human Resources department. We look forward to meeting you and welcoming you to the Le Meridien Kota Kinabalu team.