eMASCO

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Major Group

Clerical Support Workers

Sub-Major Group

Customer Services Clerks

Minor Group

422

Client Information Workers

Unit Group

4224

Receptionists

Minor Unit Group

MASCO Code

4224-04

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Reservation Supervisor

Reservation Supervisor oversees the reservations function for accommodation or service providers, supervising reservations staff and managing booking systems to ensure enquiries and bookings are processed accurately and efficiently. They coordinate room or service availability, monitor compliance with reservation policies and procedures, and support service quality standards. The role may also involve reviewing booking trends, preparing reports, and assisting management in forecasting demand to support occupancy or utilisation targets.

Tasks

Supervise and train reservation staff to ensure booking operations run smoothly and efficiently.

Manage and update reservation systems to ensure booking information is accurate and current.

Respond to booking enquiries, confirmations, amendments, and cancellations promptly and accurately.

Handle escalated customer issues or reservation discrepancies professionally and in line with company procedures.

Coordinate with sales, front office, housekeeping, or relevant departments to align reservation arrangements with operational needs.

Monitor room or service inventory and manage reservations to support occupancy or utilisation targets.

Ensure compliance with company policies, procedures, and cancellation terms related to reservations.

Review booking trends, prepare reservation reports, and provide reservation data to support demand forecasting.

Maintain accurate reservation records, reports, and related administrative documentation.

I
Accomodation and Food Service Activities

Skills

Basic

Effective verbal and interpersonal communication for internal coordination and customer interaction.

Leadership and team management to supervise and support reservation staff.

Organisational and administrative skills to manage reservations, records, and related documentation.

Problem-solving and decision-making skills to resolve booking and operational issues promptly.

Service orientation to meet customer needs and maintain service quality.

Specific

Ability to generate and analyse booking and occupancy reports.

Ability to resolve customer and reservation-related staff issues effectively.

Knowledge of basic yield and revenue management practices.

Knowledge of customer service standards and hotel operations.

Knowledge of standard booking, cancellation, and pricing policies.

Proficiency in accurate and efficient data entry in reservation systems.

Proficiency in maintaining accurate guest, booking, and payment records.

Proficiency in reservation and property management systems.

Additional Info

QUALIFICATION

Sijil Pelajaran Malaysia (SPM) or Equivalent

Related Courses

Claimable Course

e-Latih Online Course

Minor Unit Group

Reservation Supervisor

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