GUEST SERVICES CENTER AGENT - RESERVATIONS

Mandarin Oriental, Kuala Lumpur is looking for a Guest Services Center Agent – Reservations to join our Reservation team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall. 

About the job

Based at the Mandarin Oriental, Kuala Lumpur / within the Reservation Department in Kuala Lumpur, the Guest Services Center Agent ensures prompt answering of all incoming calls including directing call to other extension, including correspondence regarding accommodation reservations accurately.  The Guest Services Center Agent reports to the Guest Services Center Manager.

As Guest Services Center Agent, you will be responsible for the following duties:

• Handle telephone reservations adhering strictly to the company’s LQE and audit requirement

• Ensure reservation details are entered into PMS booking system accurate in line with the operational manual/requirement

• Consistently maintain high score for all related audits, ie, RESMAX Mystery Caller, MOQA, FORBES, FLHSS, IMS and etc

• To adhere to the best practices on any revenue strategy implement by Revenue Department on yield management

• Ensure that communication with other departments, notably Credit, Sales, Concierge and Front Desk is maintained and communicated well consistently

As Guest Services Center Agent, we seek a professional and service-oriented individual with the following qualifications and attributes: 

• Education: Minimum SPM qualification; a Diploma or Degree in Hospitality Management or a related field is preferred.

• Experience: Minimum 1 year of working experience in a similar capacity, preferably within a luxury hotel or hospitality environment.
• Technical Skills: Proficient in computer operations with strong typing and data entry abilities.
• System Knowledge: A fast learner with the capability to manage Property Management Systems (PMS) and Extranet systems efficiently.
• Multitasking Ability: Demonstrated ability to handle high volumes of emails, online bookings, and guest calls with accuracy, composure and attention to detail.
• Communication & Teamwork: Excellent verbal and written communication skills, coupled with a collaborative spirit and a guest-focused approach that reflects the standards of a luxury brand.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• EPF (Employees Provident Fund) contributions (higher than the norm)

• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)

• Public holiday entitlement based on Malaysian calendar

• Exceptional rest area & colleagues engagement activities.

We’re Fans. Are you?