Shangri-La Rasa Sayang, Penang
Shangri-La Rasa Sayang, Penang is one of the most luxurious resorts in Asia and the world. As a premier deluxe resort with a proud tradition in providing gracious Malaysian hospitality to the world, we are inviting dynamic individuals to join one of the region's most exclusive holiday gateways.
We are in search of energetic, vibrant and multi skilled individuals who are able to meet the ever-changing challenges and contribute towards the success of the resort. It takes a very special kind of person to work at Shangri-La. Someone with an eye for detail, the skills to perform and a passion to delight.
We are looking for Reservation Service Associate to join our team!
As our Reservation Service Associate, we rely on you to:
DUTIES & RESPONSIBILITIES
1. Product Knowledge
- To be familiar with all Shangri-La's hotel policies and procedures.
- To be well-versed with the facilities and services offered by the hotel.
- To "master" the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities etc.
2. Reservations Handling
- To be well-versed in all reservations handling and process; proficient in operating the reservations systems and equipment.
- To provide prompt, courteous and efficient service at all times. To answer the phones within three rings.
- To upsell whenever possible to maximize on occupancy and revenues.
- To ensure that all reservations are entered accurately and work updates maintained consistently.
- To review e-bookings created through OTA, GDS, and E-direct channels.
- To advise the Customer Service Supervisor of any deviations in rate applications or reservation arrangements.
- To fully understand market segmentation to accurately "qualify" reservations.
- To handle incoming reservation requests/correspondence, confirming or regretting on the day received.
- To be familiar with the hotel's credit policies to effectively handle and process billing requirements.
3. Others
- To maintain an accurate and updated filing system of all correspondence.
- To conduct monthly purging of records based on the hotel's retention requirements.
- To assume other duties and responsibilities as delegated by the Customer Service Supervisor.
We are looking for someone who:
- Pleasant personality with good communication skills.
- Exceptional customer service and interpersonal skills.
- Computer literate and internet savvy.
- Proficiency in using reservation management software OPMS is a plus.
- Detail-oriented with excellent organizational abilities.
- Ability to work independently and as part of a team.
- Familiarity with hotel operations and room categories is a plus.
- Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.
If you are the right person, what are you waiting for? Click the apply button now!
By applying to this position, you have read, understood and agreed to our Data Protection Policy. (if the hyperlink does not navigate you to the policy, please copy this URL and view in web browser: https://www.shangri‐la.com/group/careers/data‐protection