Assistant Reservations Manager (Cluster Role)

The Four Seasons Hotel Kuala Lumpur is looking for top talent to join the team.

About Four Seasons Hotel Kuala Lumpur

Four Seasons Hotel and Residences Kuala Lumpur is located in the thriving business and financial district Golden Triangle neighbourhood. The Hotel is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur.

The latest addition to the city’s dramatic skyline and a vibrant hub for both business and leisure travellers, Four Seasons Hotel Kuala Lumpur is conveniently located in close proximity to the city’s major attractions, including the Petronas Twin Towers and the Kuala Lumpur City Centre (KLCC). Often referred to as a “city within a city,” the KLCC will offer designer shopping, fine dining, and the best of the city’s electric nightlife. The Hotel is also overlooking the KLCC Park and is directly connected to the esplanade, allowing guests to take full advantage of the Park’s 50 acres of green space, including lush gardens, fountains, waterfalls, a wading pool, and jogging track.

An exciting addition to Kuala Lumpur’s culinary scene, the Hotel is home to several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers.

The Hotel is offering an executive lounge for business travellers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur’s endless skyline. Lush landscaping around the rooftop pool and terrace has created an urban oasis, echoing the greenery of the KLCC Park below.

Four Seasons Hotel Kuala Lumpur is offering both international and regional travellers an urban complement to the existing Four Seasons Resort in Malaysia, the award-winning Four Seasons Resort Langkawi.

About Four Seasons 

Founded in 1960, Four Seasons continues to define the future of luxury hospitality with extraordinary imagination, unwavering commitment to the highest standards of quality, and the most genuine and customized service. Currently operating 105 hotels and private residences in major city centers and resort destination in 43 countries, and with more than 60 projects in development, Four Seasons consistently ranks among the world’s best hotels and most prestigious brands in reader polls, traveler reviews and industry awards. 

ASSISTANT RESERVATIONS MANAGER

The Assistant Reservations Manager is responsible for selling the hotel and providing information to prospective guests, to capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.  The Assistant Reservations Manager should be an experienced customer service professional with excellent phone skills, ability to multitask and have a passion for service and hospitality. In addition, he/she must be a willing team player, comfortable with computer systems as well as communicating over the telephone.

Must be willing to work a flexible schedule in order to accomplish all major responsibilities, and be willing to accept assignments on as need basis, in order to promote team work. This may include some evenings, weekends and holidays. 

KEY ELEMENTS:

• College degree or equivalent.
• Must be proficient in Microsoft Excel and Word. Computer literacy essential
• Excellent verbal skills in English, proficiency in another language is helpful.  Pleasant telephone voice and manner required.
• Two previous years in Rooms Division preferred (reservationist, front office receptionist/cashier, assistant manager, concierge).
• Previous experience with hotel property management systems, especially Opera, is helpful.

MAIN RESPONSIBILITIES/TASKS:

• The ability to work quickly in high-pressure environment and ability to handle stress.
• The ability to deal with a discriminating clientele.
• The ability to select and train reservations staff, discipline and recommend termination as necessary, and conduct performance appraisals.
• The ability to schedule staff according to budgeted guidelines, while ensuring maximum service to guests.
• The ability to complete all necessary payroll records and labor forecasts.
• The ability to control room and rate availability in accordance with established guidelines to maximize occupancy and revenue. 
• The ability to work with the Sales Department in handling group bookings, maintaining files, tracing cut-offs dates, following up on special instructions, etc.
• The ability to control all suite reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests.
• The ability to prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business.
• The ability to prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list.
• The ability to ensure that all reservation confirmations are printed out and mailed on a daily basis.
• The ability to handle all No-Show billings and disputes.
• The ability to ensure all reservations staff is familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests.
• The ability to handle guest complaints keeping senior management well-informed of any problems and action taken.
• The ability to maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations. 
• The ability to establish relationships with other Reservations Managers in the city as well as in Four Seasons.
• The ability to display a high level of integrity and professionalism at all times in dealings with guests and employees.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to complete any project assigned by the Director of Marketing or the Rooms Division Manager.
• The ability to perform other tasks or projects as assigned by hotel management and staff
• Candidates must speak read and write Bahasa Malaysia as well as being fluent in English. Must have the right to work in Malaysia.

Visa sponsorship is not available for the role. Only successful candidates will be contacted. 

Join Our Team 

Join a team that is built on mutual respect, collaboration, creativity and a commitment to the highest quality of service. Four Seasons Hotel Kuala Lumpur provides guests with a haven of serenity and luxury in a bustling city. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998. 

What to expect: You will…… 

Be a champion of the Golden Rule: Do unto others as you would have them do unto you 

Be part of a cohesive team with opportunities to learn, grow and develop 

Have the opportunity to engage in diverse and challenging work 

Derive a sense of pride in work well done