Reservations Agent

Job Description

The Reservations Agent manages room bookings, amendments, cancellations, availability checks and guest enquiries through telephone, email and reservation systems. Requirements typically include previous hotel reservations, front office or customer-service experience, good computer and communication skills, and proficiency in English; knowledge of Malay or other languages is an advantage. The candidate is expected to provide accurate information, convert enquiries into confirmed bookings, follow rate and payment procedures, maintain detailed records and coordinate closely with Front Office, Sales and Housekeeping. The role requires professionalism, attention to detail, patience, a service-focused attitude and flexibility to work shifts, weekends and public holidays.

Company Info

Mercure is Accor's internationally recognised midscale hotel brand, combining reliable hospitality standards with a strong sense of local identity. Mercure properties are designed to reflect the character, culture and flavours of their destinations while providing comfortable accommodation and professional service for business and leisure travellers. Mercure Miri City Centre is located in Miri, Sarawak, and serves guests visiting the city for commercial, cultural and tourism purposes. As part of Accor, the hotel benefits from established operating systems, global distribution channels, staff training opportunities and access to the ALL - Accor Live Limitless loyalty programme. Employees generally work in a multicultural environment and collaborate across departments to deliver smooth guest experiences. The reservations team supports hotel revenue by handling bookings accurately, promoting suitable room options and ensuring guest needs are communicated before arrival.

Destination Guide

Malaysia offers opportunities in hotels, restaurants, tourism, retail, technology, manufacturing and professional services. Miri is in Sarawak on Borneo, with a relaxed lifestyle, lower living costs than Kuala Lumpur and easy access to beaches, national parks and diverse local food. Malaysian culture blends Malay, Chinese, Indian and Indigenous traditions, with English widely used in hospitality and business. Employees should expect a warm climate, multicultural communities and a generally affordable daily lifestyle, although housing costs vary by area. Foreign nationals usually need an employer-sponsored employment pass, and the employer normally manages approval with Malaysian immigration authorities; requirements depend on nationality, salary and role. Candidates should secure a written contract, confirm accommodation and benefits, and verify visa conditions before travelling. Malaysia is well connected by air, but Sarawak has separate immigration procedures from Peninsular Malaysia, so relocation planning should include document checks, medical requirements and local registration.