Customer Sales Associate

Shangri-La, Kuala Lumpur

Be part of our Shangri-La family

Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East.

Based in Hong Kong, we are expanding globally with developments under way throughout Asia, the Middle East and Africa. With our extensive footprint in Asia and in key cities worldwide, we offer global exposure, exciting career prospects and opportunities in hospitality, F&B, real estate, technology, marketing, design, business development, finance, project management, and many other areas.

Shangri-La Kuala Lumpur is perfectly situated in the heart of the city, to explore and discover well-known attractions and activities that Kuala Lumpur has to offer.

As a premier deluxe hotel with a proud tradition in providing gracious Malaysian hospitality to the world, we are inviting dynamic individuals to join one of the region's most exclusive city hotel.

We are in search of energetic, vibrant and multi-skilled individuals who are able to meet the ever-changing challenges and contribute towards the success of the hotel.

It takes a very special kind of person to work at Shangri-La. Someone with an eye for detail and the skills to perform. Someone with an attitude to deliver and a passion to delight.

Job Description (JD)

• Provide excellent reservation service delivery to maximize room occupancy, room revenue and profitability.
• Promote customer retention and guest loyalty through professional and efficient service.
• Demonstrate thorough knowledge of hotel policies, procedures, facilities, services, room products, rates, layouts, amenities and benefits.
• Review all reservations prior to guests' arrival and ensure accuracy of reservation and guest profile information.
• Handle reservation enquiries, bookings and correspondence promptly and efficiently.
• Operate reservation systems and equipment effectively, including Opera PMS.
• Understand room rate strategies and identify opportunities for upselling higher room categories and packages.
• Apply effective selling, cross-selling and upselling techniques to maximize room conversion and revenue.
• Provide prompt, courteous and professional responses to guests through phone calls, emails and other communication channels.
• Answer incoming calls within three rings and ensure timely follow-up on all enquiries.
• Negotiate and recommend suitable room packages, alternatives and solutions to meet guests' needs.
• Ensure high service quality and guest satisfaction throughout the reservation process.
• Maintain good relationships with corporate accounts, travel agencies, airlines and other booking sources.
• Work closely with other departments to ensure smooth reservation operations.
• Adhere to room rate guidelines, inventory controls and revenue optimization strategies.
• Ensure consistency of room rates across all distribution channels.
• Participate actively in departmental meetings and assist in improving departmental processes.
• Follow up on assigned cases until completion and resolve guest issues effectively.
• Comply with hotel credit policies and billing requirements.
• Uphold Shangri-La's service standards, corporate values and guiding principles.
• Comply with fire and life safety procedures and participate in emergency drills.
• Maintain personal hygiene, grooming, sanitation and workplace cleanliness standards.
• Practise environmental awareness, recycling and energy conservation.
• Handle hotel equipment, tools and properties responsibly.
• Perform other ad hoc duties and special projects assigned by management.

Job Requirements (JR)

• Minimum A-Level, O-Level or equivalent qualification.
• Diploma or Higher Diploma qualification.
• Minimum 1-2 years of working experience in room reservations or call centre operations.
• Knowledgeable in Opera PMS functions and applications.
• Proficient in Microsoft Word and Excel.
• Good command of English with strong written and verbal communication skills.
• Good health and pleasant, well-modulated speaking voice.
• Good memory and attention to detail.
• Self-motivated, passionate and willing to develop multi-skilled capabilities.
• Strong teamwork and interpersonal skills.
• Meticulous, organized and able to multitask.
• Willing to work shifts and extended hours.
• Knowledge of distribution systems such as Opera, GDS and Channel Manager is an added advantage.
• Hospitality training or background is an added advantage.
• Degree or Diploma in Hotel Management is an added advantage.
• Proficiency in e-travel platforms, internet and third-party booking websites is an added advantage.
• Previous experience in an international hotel or key competitor is an added advantage.
• Able to manage multiple priorities in a fast-paced working environment.
• Highly driven and results-oriented.