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

An Assistant Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• Previous experience with reservations within a 5-star luxury hotel.

• Ability to lead and inspire a team in a dynamic pre-opening environment.

• Ability to communicate clearly with international clients and agents

• Fluency in English; proficiency in additional languages in considered an advantage

• 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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Knowledge of the hotel property management systems.

• Previous experience in the same or similar role.

• Relevant degree in a business discipline from an academic institution.

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisuretravellersthe finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

With thousands of hotels in over 100 countries and territories Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience we offer the millions oftravellerswho stay with us every year a welcome they will never addition to our flagship brand Hilton Hotels & Resorts the family of brands includes Waldorf Astoria LXR Conrad Canopy Curio Collection DoubleTree Hilton Garden Inn Hampton and many others.

If you appreciate the impact global travel can have on the world you may be just the person we are looking for to work as a Hilton Team Member. Because its with Hilton where we never forget the reason were here: to delight our guests Team Members and owners alike.

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.

JOB DESCRIPTION

Waldorf Astoria Kuala Lumpur is seeking an Assistant Reservations Manager to join the pre-opening team for this highly anticipated new luxury hotel opening this year.

Waldorf Astoria Kuala Lumpur is redefining luxury in the heart of Malaysias Golden Triangle where timeless elegance meets modern sophistication.

WELCOME TO THE BEST WORKPLACE IN MALAYSIA 2026 BY GREAT PLACE TO WORK Proudly voted by our Team Members. Recognition that reflected our commitment of supports creating a culture where our team members can grow thrive and deliver exceptional hospitality every day.

What will I be doing

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

  • Attention to detail

  • Professional communication

• Conduct Quality Assurance checks to maintain high service standards.

• Handle escalations and guest complaints with discretion and efficiency.

Reporting:

• 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.

Team Leadership & Development

• 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.

EOE/AA/Disabled/Veterans