Asst Reservation Manager - (Pre-Opening) Waldorf Astoria Kuala Lumpur

The Assistant Reservations Manager is responsible for the accurate recording and processing of reservations and the maximization of room sales through pro-active selling and up-selling techniques. Supports the Reservations Manager in establishing, leading, and optimizing the reservations function throughout both pre-opening and post-opening phases. This role is pivotal in driving revenue, maximizing occupancy, and ensuring service excellence, all while upholding the highest standards of luxury and embodying the essence of True Waldorf Service. Revenue & Inventory Management. Collaborate with the Cluster Revenue Manager to maximize room revenue and occupancy through strategic pricing and inventory control. Understand the competitive market place and implement approaches to ensure the hotel stays ahead in the local market. Support upselling initiatives to boost revenue. Regularly audit and update online booking platforms to reflect current pricing, availability and its content (service offerings & photos). Guest Experience & Collaboration. Collaborate with Sales, Marketing and Operations teams to ensure a seamless, Forbes-level guest experience from booking to arrival. Ensure all guest interactions reflect. Elegance. Professional communication . Conduct Quality Assurance checks to maintain high service standards. Handle escalations and guest complaints with discretion and efficiency. Follow Hilton procedures and standards for rate & rate override checks and commission payments. Ensure compliance with hotel policies, data protection regulations, and brand standards. Check and update records of cancellation and no shows. Assist in performance tracking for the Reservations Department. Inspire, coach and develop Reservations Agent to deliver intuitive and anticipatory service. Support recruitment, rostering, training and performance management. Foster a culture of ownership, accountability and service excellence. Pre-Opening (Additional Responsibilities). Assist in setting up the Reservations Office, including systems, SOPs, and workflows. Participate in system configuration, testing and training (PMS & call handlings). Support recruitment and onboarding of the reservation team. Develop scripts, standards and quality assurance process aligned with Waldorf Astoria brand. An Assistant Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. Previous experience with reservations within a 5-star luxury hotel. Ability to lead and inspire a team in a dynamic, pre-opening environment. Fluency in English; proficiency in additional languages in considered an advantage. Relevant degree, in a business discipline, from an academic institution. Attention to detail. Reporting. Team Leadership & Development. Ability to communicate clearly with international clients and agents. Strong analytical skills to understand key business indicators and competitive trends and develop approaches to these challenges. Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members. Excellent organisation and planning skills. Accountable and resilient. Flexibility to respond to a range of different work situations. Knowledge of the hotel property management systems.