Ormond Hotel Group Hiring! Full Time Central Reservation Officer in Selangor, Earn up to MYR 2,800 - Ricebowl

Job Title: Executive, Central Reservation Office (CRO)

Department: Commercial / Revenue & Distribution
Location: Tune KLIA2 in Sepang (Ormond Group)
Reports To: Revenue / Commercial Manager

About the Role

The Central Reservation Office (CRO) Executive is responsible for managing all reservation, distribution, and booking-related functions across the portfolio of hotels under Ormond Group of Hotels. This role ensures seamless coordination between properties, online travel agents (OTAs), corporate clients, airlines, wholesalers, and internal departments while maintaining service excellence and revenue optimization.

Key Responsibilities

1. Customer Service & Reservation Management

• Manage all reservation-related enquiries via:
• Email
• Live Chat
• Social Media
• Inbound Calls
• OTA messaging platforms
• Process reservations via phone and email.
• Handle telemarketing calls to secure direct bookings.
• Ensure timely response and service recovery where required.
• Manage complimentary, VIP, staff, and corporate bookings.

2. Reporting & Forecasting

• Prepare daily arrival reports (KLIA2 & non-KLIA2 properties).
• Generate weekend and daily forecast reports.
• Track OTA arrivals and booking performance.
• Maintain reservation and revenue tracking reports.

3. Offline Sales & Distribution

• Manage:
• Wholesaler bookings
• Travel agent bookings
• Group bookings
• Corporate bookings
• OTA missing bookings
• Coordinate block bookings and group reservations.
• Liaise with Sales Team for proforma invoices and payment follow-ups.
• Process room blocks and ensure accurate inventory allocation.

4. OTA & Payment Processing

• Charge bookings via CyberSource payment gateway.
• Manage OTA charging and invoicing processes including:
• No-show charges
• Virtual Credit Card (VCC) charges
• Guest credit card (CC/NCC) processing
• Perform monthly OTA reconciliations and invoicing.

Key OTA & VCC Platforms Managed:

• *************
• Expedia
• *************
• Hotelbeds
• Meituan
• HRS
• TUI
• Agoda (Fliggy Alibaba China)
• Airlines affiliates & corporate CC portals
• Other contracted OTA and wholesale partners

5. Airline & Corporate Accounts

• Manage airline affiliate bookings including:
• AirAsia (All AOCs)
• Malaysia Airlines affiliates
• Firefly duty travel (Pilot & Cabin Crew)
• Aerodarat & airport services
• Coordinate accommodation for corporate clients including:
• Epsom College in Malaysia (Students, Parents, Visitors, Camps)
• Employee business travel
• Staff free stay
• KOL marketing stays
• Vendor & VIP stays

6. SOP & Process Management

• Develop and maintain Standard Operating Procedures (SOPs) for:
• Reservation processing
• Payment collection
• OTA charging
• Invoicing
• Block bookings
• Ensure compliance with company policies and audit requirements.
• Continuously improve booking and charging workflows.

Key Competencies & Skills

• Strong customer service orientation
• Knowledge of OTA platforms & extranets
• Familiarity with PMS & payment gateways (CyberSource preferred)
• Strong reporting and analytical skills
• Attention to detail in invoicing and reconciliation
• Ability to manage high booking volumes
• Strong coordination and communication skills
• Commercial awareness & revenue-driven mindset

Hotels & Properties Serviced

• Tune Hotel KLIA2
• Tune Hotel Aeropolis
• Sandakan Hotel
• Shakespeare Hakuba Hotel (Group bookings only)
• The RuMa Hotel and Residences (Coordination support)
• The Chow Kit
• MoMo's Kuala Lumpur
• Tune Hotel One Borneo
• Tune Hotel Georgetown Penang
• Tune Hotel Danga Bay
• Tune Hotel Kuching
• Tune Hotel Kota Bharu
• Tune Hotel Liverpool Street (Enquiries only)

Job Types: Full-time, Permanent

Pay: From RM2,800.00 per month

Benefits:

• Additional leave
• Dental insurance
• Health insurance
• Maternity leave
• Parental leave

Work Location: In person