Reservation Supervisor

Job description

Company Description

Novotel Kuala Lumpur City Centre

Hotel that makes every moment matter

Situated in the Golden Triangle of Kuala Lumpur, the hotel offers a convenient position between the PETRONAS Twin Towers and Bukit Bintang. Within a short stroll of less than five minutes, guests can easily reach the Kuala Lumpur Convention Centre and shopping destinations such as Pavilion Kuala Lumpur and Suria KLCC. With 302 rooms, all of which are smoke-free with various amenities including complimentary WIFI, 24-hour room service, built-in drinking water filtration, and an ergonomic working desk.

Culinary delights await at Food Exchange, where you can indulge in a diverse selection of international and local cuisine at this all-day dining restaurant. For socialising or refreshment, Gourmet Bar offers a range of alcoholic and non-alcoholic drinks. Guests staying on our premier floors or holding Accor Platinum and Diamond memberships enjoy exclusive access to Premier Lounge. Stay active with our outdoor swimming pool and fitness centre. Organise meetings and events in our six versatile ballrooms.

When in Kuala Lumpur, guests can explore a myriad of attractions located close to the hotel, including landmarks like Petronas Twin Towers, Aquaria KLCC, KL Tower, KL Forest Eco Park, Petaling Street (Chinatown), and numerous other captivating sights.

Be it a business or leisure trip with your family or loved ones, our prime location ensures that most of the must-visit destinations in Kuala Lumpur are within reach.

Job Description

·  To answer the calls with clear speech and pleasant voice.
·  To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
·  To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
·  To recognize VIP guests and to apply the concerned policies.
·  To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
·  To promote the Accor loyalty programs and the hotel promotions.
·  To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
·  To call the manager for advice in serious cases or if an approval is required.
·  To properly use the telephone etiquettes as per Sofitel standards.
·  To have a perfect knowledge of room types and rate structure.
·  To ensure the accuracy of all booking information entered in the PMS.
·  To have a perfect knowledge of the hotel products.
·  To fulfil administrative tasks and filing.
·  To properly use and maintain the reservation communication system (telephone, fax, e-mail).
·  To be aware of and to follow emergency and security procedures.
·  To respect key handling procedures.
·  To respect schedules, terms and deadlines as agreed with the Management.
·  To attend a daily line up briefing with the reservations team
·  To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
·  To attend training and meetings as and when required.

Qualifications

·  Understanding Hotel Operations
·  Previous Experience is a must 
·  Teamwork
·  Planning for Business
·  Supervising People
·  Understanding Differences
·  Supervising Operations
·  Effective Communication
·  Drive for Results