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

4224-06

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Reservation Agent

Reservation Agent assists customers in booking reservations for services such as hotel rooms, airline tickets, car rentals, or tour packages. They manage inquiries, confirm bookings, and provide information about available options, coordinating with relevant departments to ensure smooth and accurate service. This role involves direct communication with customers through phone, email, or online platforms, maintaining efficient reservation processes and supporting customer satisfaction.

Tasks

Respond to customer inquiries regarding availability, pricing, and services via phone, email, or online platforms.

Confirm, modify, or cancel reservations accurately in the booking system.

Record customer details and verify reservation information for booking purposes.

Maintain accurate records of reservations and room, seat, or service availability.

Coordinate with relevant internal teams to ensure smooth reservation operations.

Handle telephone requests, messages, and provide information about facilities and services.

Process booking-related payments, deposits, and basic billing matters.

Update reservation records and customer accounts with changes or special requests.

Promote relevant services or packages and follow up with clients to confirm booking details.

I
Accomodation and Food Service Activities

Skills

Basic

Attention to detail to ensure accuracy in bookings and customer information.

Basic computer literacy for reservations processing and accurate data entry.

Customer service orientation with active listening and clear speaking.

Good verbal and written communication skills, including multilingual ability, to interact clearly with customers.

Organisational skills, including time management and ability to multitask in a fast-paced environment.

Specific

Ability to manage high volumes of bookings efficiently.

Accurate data entry and record keeping.

Basic sales techniques and upselling skills.

Familiarity with cancellation, no-show, and payment procedures.

Knowledge of handling booking discrepancies, customer complaints, and reservation changes.

Knowledge of online booking platforms and reservation service policies.

Proficiency in reservation and booking 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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