Reservation and Guest Relations Manager
Mana-Mana Suites Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanCoordinate with Sales, Revenue, Front Office, Finance, and Business Development teams to optimise room inventory and revenue. Guest Relations Management Customer Service Excellence Conduct coaching sessions and provide real-time feedback when call quality or communication tone does not meet standards. Team Management Ensure seamless communication between reservation, guest relations, and operations teams to maintain alignment. Finance & Refund Coordination Ensure all payment and deposit records for group and individual bookings are accurate and supported by complete documentation. System & Process Oversight Revenue Optimisation & Reporting Analyse booking trends, guest demographics, and feedback to identify business opportunities and service improvement areas. Reporting and Analysis Minimum 5 years’ experience in Reservations, Guest Relations, or Customer Service, ideally within the short-term rental or Airbnb industry. Proven leadership skills with experience managing multi-property or remote teams. Excellent communication and interpersonal skills to handle guests, staff, and stakeholders effectively. Proficient in CRM and PMS systems – eZee. Strong analytical and problem-solving abilities with attention to operational detail. Adaptability to fast-paced environments and ability to respond to real-time operational needs. Multilingual proficiency – English, Mandarin, Malay. Willingness to be on call for urgent support and to travel for training or site visits when required. Candidates with less experience may be considered for the position of Assistant Manager – Reservation and Guest Relations. Contract Type : Full‑time Job Type : Executive Experience Level : 5‑10 years Job Categories : Customer Svc / Call Centre Bachelor's degree in Hospitality Management, Business Administration, or a related field; advanced degree preferred. Language Required : English, Mandarin / Cantonese, Bahasa Malaysia Nationality Preferred : Malaysians Only Gender : All Genders Own Transport : None RM 4,000 to RM 6,000 per month
Position Overview
As the Reservation and Guest Relations Manager, you will be responsible for overseeing and managing both the centralised reservation system and guest relations department of our hotel. You will lead a team dedicated to providing exceptional customer service to guests while maximising room occupancy and optimizing revenue through strategic reservation management.
Key Responsibilities
- Reservations Management
Monitor and ensure the accuracy of room availability, rates, and promotions across all platforms.
Remain accessible for urgent guest or CS issues, including after-hours calls when required.
Review daily CRM activity to ensure follow-ups, guest messages, and tickets are handled efficiently.
Foster a culture of accountability, teamwork, and continuous improvement.
Review and submit guest refunds to Finance on a daily or weekly basis for approval.
Conduct regular data audits on bookings, cancellations, and guest profiles to ensure consistency across systems.
Work with the Revenue Management team to monitor pricing, adjust rates, and manage room allocation to maximise occupancy.
Provide insights and recommendations based on data analysis to support decision-making processes and revenue management strategies.
Qualifications
Job Info
Salary & Other benefits
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