Introduction
We are seeking a proactive and detail‑oriented Reservation Agent who is fluent in Chinese to join our dynamic hospitality team. This role is pivotal in delivering an exceptional booking experience for our international guests, ensuring that every interaction reflects the high standards of service that our brand is known for. The successful candidate will work in a fast‑paced environment, collaborating with both front‑office and back‑office teams to manage reservations, answer inquiries, and support guests from the moment they consider a stay until they check out.
Responsibilities
- Handle inbound and outbound reservation calls and emails in Mandarin and English, providing accurate information on room availability, rates, and hotel amenities.
- Process bookings through the property management system, ensuring all guest details are entered correctly and special requests are documented.
- Maintain up‑to‑date knowledge of promotional packages, loyalty programs, and seasonal offers to maximize revenue opportunities.
- Resolve reservation‑related issues, such as overbookings or last‑minute changes, while maintaining a calm and professional demeanor under pressure.
- Coordinate with housekeeping, front desk, and sales teams to guarantee seamless guest arrival and departure experiences.
- Provide post‑stay follow‑up, including feedback collection and handling any post‑booking concerns.
- Prepare daily and weekly reservation reports for management review, highlighting trends and occupancy forecasts.
- Adhere to company policies regarding data privacy, payment processing, and guest confidentiality.
Requirements
- Minimum education: High School Diploma (SMA/SMK) or equivalent.
- At least 1 year of proven experience in a reservation or customer service role within the hospitality industry.
- Fluency in Mandarin Chinese (both spoken and written) and proficiency in English.
- Excellent communication skills with a friendly, approachable demeanor.
- Honest, responsible, and able to work independently as well as part of a collaborative team.
- Demonstrated ability to perform effectively under tight deadlines and high‑stress situations.
- Strong computer literacy, including familiarity with reservation software and Microsoft Office Suite.
- Availability to work Monday through Saturday, 08:00 – 17:00.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health and dental insurance coverage.
- Paid annual leave, public holidays, and sick days.
- Opportunities for professional development, including language training and hospitality certifications.
- Employee discount on hotel stays and dining at all company properties.
- Supportive work environment that values teamwork, diversity, and continuous improvement.
About Company
Our company is a leading hospitality group with a portfolio of upscale hotels and resorts across major travel destinations. We pride ourselves on delivering world‑class service, creating memorable experiences for guests from around the globe. With a strong commitment to employee growth, we invest in training programs, career advancement pathways, and a culture that celebrates innovation and excellence. Join us and become part of a forward‑thinking organization where your contributions directly enhance guest satisfaction and drive the brand’s success.
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