Reservation Agent - (Pre-Opening) Waldorf Astoria Kuala Lumpur
Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will maximise revenue by actively converting enquiries into confirmed bookings, ensuring profitability for the Hotel. You will develop and maintain key relationships with new and repeat guests, as well as the key internal stakeholder team, specifically the entire Commercial and Front Office teams. As a Reservations Agent, you’re not just helping manage the hotel’s reservations operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Here’s what you’ll do during a typical day:
To familiarize himself/herself with all Waldorf Astoria Kuala Lumpur policies and procedures.
To answer phone calls on reservations promptly and according to Waldorf Astoria Brand Standards.
To be well versed in OnQ operations.
To upsell accommodation whenever possible to maximize revenue.
To be aware of booking capacity of the OnQ system.
To handle all correspondence on the day received and reply promptly within 24 hours.
To ensure that all special billing requirements have passed credit clearance and letters of authorization are received prior to guests’ arrival.
To advise immediate supervisor on any deviations in rate application or reservation arrangement.
To coordinate special requests with respective departments.
To maintain systematic files of all Reservations record and office correspondence.
To assume other duties as delegated
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications:
- Strong interpersonal, verbal, and written communication skills with a warm, professional demeanor.
- Proven organizational and administrative abilities, with excellent time management.
- Ability to multitask, stay detail-oriented, and deliver high-quality work under pressure.
- Self-motivated and adaptable, able to work independently and as part of a team.
- Proficiency in hotel systems (e.g., OnQ, Delphi) and Microsoft Office applications.
- Prior hospitality experience and fluency in English (for translation tasks) are advantageous.