{"id":4231669,"url":"https://alion.io/job/shangri-la-group-customer-sales-associate","title":"Customer Sales Associate","company":{"id":1760919,"name":"Shangri-La Group","domain":"shangri-la.com","url":"https://alion.io/company/shangri-la-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":10,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Sales","role_family":"Sales","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-13T10:13:13Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-14T23:25:26Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Shangri-La, Kuala Lumpur\nBe part of our Shangri-La family\nShangri-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.\nBased 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.\nShangri-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.\nAs 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.\nWe 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.\nIt 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.\nJob Description (JD)\nProvide excellent reservation service delivery to maximize room occupancy, room revenue and profitability.\nPromote customer retention and guest loyalty through professional and efficient service.\nDemonstrate thorough knowledge of hotel policies, procedures, facilities, services, room products, rates, layouts, amenities and benefits.\nReview all reservations prior to guests' arrival and ensure accuracy of reservation and guest profile information.\nHandle reservation enquiries, bookings and correspondence promptly and efficiently.\nOperate reservation systems and equipment effectively, including Opera PMS.\nUnderstand room rate strategies and identify opportunities for upselling higher room categories and packages.\nApply effective selling, cross-selling and upselling techniques to maximize room conversion and revenue.\nProvide prompt, courteous and professional responses to guests through phone calls, emails and other communication channels.\nAnswer incoming calls within three rings and ensure timely follow-up on all enquiries.\nNegotiate and recommend suitable room packages, alternatives and solutions to meet guests' needs.\nEnsure high service quality and guest satisfaction throughout the reservation process.\nMaintain good relationships with corporate accounts, travel agencies, airlines and other booking sources.\nWork closely with other departments to ensure smooth reservation operations.\nAdhere to room rate guidelines, inventory controls and revenue optimization strategies.\nEnsure consistency of room rates across all distribution channels.\nParticipate actively in departmental meetings and assist in improving departmental processes.\nFollow up on assigned cases until completion and resolve guest issues effectively.\nComply with hotel credit policies and billing requirements.\nUphold Shangri-La's service standards, corporate values and guiding principles.\nComply with fire and life safety procedures and participate in emergency drills.\nMaintain personal hygiene, grooming, sanitation and workplace cleanliness standards.\nPractise environmental awareness, recycling and energy conservation.\nHandle hotel equipment, tools and properties responsibly.\nPerform other ad hoc duties and special projects assigned by management.\nJob Requirements (JR)\nMinimum A-Level, O-Level or equivalent qualification.\nDiploma or Higher Diploma qualification.\nMinimum 1-2 years of working experience in room reservations or call centre operations.\nKnowledgeable in Opera PMS functions and applications.\nProficient in Microsoft Word and Excel.\nGood command of English with strong written and verbal communication skills.\nGood health and pleasant, well-modulated speaking voice.\nGood memory and attention to detail.\nSelf-motivated, passionate and willing to develop multi-skilled capabilities.\nStrong teamwork and interpersonal skills.\nMeticulous, organized and able to multitask.\nWilling to work shifts and extended hours.\nKnowledge of distribution systems such as Opera, GDS and Channel Manager is an added advantage.\nHospitality training or background is an added advantage.\nDegree or Diploma in Hotel Management is an added advantage.\nProficiency in e-travel platforms, internet and third-party booking websites is an added advantage.\nPrevious experience in an international hotel or key competitor is an added advantage.\nAble to manage multiple priorities in a fast-paced working environment.\nHighly driven and results-oriented.","description_format":"text","description_chars":4839,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Hong 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