Full Time Assistant Reservation Manager - Reservation Manager (Hospitality) Jobs, in WIT Venture WP Kuala Lumpur - Maukerja

Manage all reservation enquiries across phone, WhatsApp, email, OTAs, and other channels with speed, accuracy, and professionalism.

Oversee booking performance, including response quality, conversion rate, and reservation accuracy.

Ensure a seamless guest journey from pre-arrival to post-stay, maintaining service standards aligned with 5-star hotel operations.

Handle guest requests, escalations, complaints, and service recovery promptly and professionally.

Lead, supervise, and coach the reservations and guest experience team to achieve service and operational KPIs.

Monitor team performance, guest feedback, and operational metrics, and implement improvements where needed.

Review, update, and enforce SOPs to improve consistency, efficiency, and service quality.

Coordinate closely with front office, housekeeping, and maintenance teams to ensure room readiness, issue resolution, and smooth guest stays.

Prepare performance reports and support management in driving operational excellence and continuous improvement.

Support roster-based operations, including weekends and public holidays when required.

Diploma or Degree in Hospitality, Tourism, Business, or related field

2–5 years of experience in reservations, guest services, or hospitality operations

Strong leadership, coaching, and team management skills

Excellent communication and guest handling skills

Good problem-solving and service recovery ability

Strong attention to detail and booking accuracy

Able to monitor KPIs, reports, and operational performance

Familiar with SOPs, process improvement, and cross-team coordination

Comfortable working in a fast-paced, ops-driven environment

Willing to work weekends and public holidays if required