Reservation Assistant

Position Summary:

The role of a Reservation Assistant is to reply and respond to guests’ enquirers either through phone calls or electronic mail pertaining to products & services, admission, or accommodation and to handle bookings/reservation. This role is to ensure that every enquirer is attended with courteous and professional as well as the information communicated must be accurate thus, reaching to guests’ objective and expectation.

Scope and Responsibilities:

• Reservations (Theme Park and Water Park): Attracts potential customers by dealing with requests concerning the parks, the attractions, promotions, programs, restaurants, shops, operations, location, hours, packages and pricing. Obtain information on schedule, and visit preference. Explain reservation policies, payment, ticketing and refund policies. Makes or changes reservations utilizing the computer reservation system. Enters data to establish or update accounts, enter financial data, and completes transactions. Prepares and mails general information brochures and confirmation letters/payments.
• Reservations (Hotel): Managing requests about hotel, rooms, services, promotions, restaurants, location and pricing. Taking hotel bookings, amendment, cancellation, airport transfer and other special arrangement through computer reservation system. For agent bookings, invoices are required and payments to be follow up prior guest arrival.
• Customer Service: Responds to product or service concerns by clarifying the customer’s complaint, determine the cause of problem, selecting and explaining options or best solution to solve the problem. If necessary, involve relevant department in all of the above.
• Admission: Completes records, logs and reports. Assist with review and distribution of system generated activity and productivity reports
• Keep updated on resort information, prices, activities and events including all special promotions, vouchers and tickets.
• Works towards Department and Company goals. Present ideas for continuous improvement.

Background and Experience:

• Preferred experiences in a reservation, call center or customer service role.
• Galaxy ticketing system or Opera PMS experience preferred.
• Experience in an in-bound call center is helpful, along with specific experience in the hotel, tour or travel industry, or a theme park.
• Requires excellent verbal and interpersonal communication skills with strong telephone communication ability.
• Must be enthusiastic, willing to work in a face paced environment, and handle a high volume of calls.

Education:

Certificate in Tourism Management/Hospitality or equivalent is preferred.

Additional Information:

• Malaysian
• Fully vaccinated
• Willing to work flexible hours, including evenings and weekends to support park operations

Job Types: Full-time, Part-time

Benefits:

• Dental insurance
• Free parking
• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Call Center: 1 year (Preferred)
• Galaxy ticketing system/Opera PMS: 1 year (Preferred)

Language:

• Mandarin (Preferred)