Customer Support Executive – Reservations

Job description:

Role Summary

The Villa Reservation Executive will be responsible for handling villa booking inquiries, coordinating with clients, and ensuring seamless reservation processes. The role requires strong communication skills, attention to detail, and the ability to convert inquiries into confirmed bookings while delivering excellent customer service.

KRA: Task / Activities

• Handle incoming booking inquiries via calls, emails, and online platforms.
• Provide detailed information about villas, pricing, amenities, and policies.
• Coordinate with operations team to check availability and confirm reservations.
• Maintain updated records of bookings and client information in CRM/system.
• Follow up with leads to maximize conversion rates.
• Assist clients with modifications, cancellations, and special requests.
• Ensure accurate billing and payment tracking.
• Maintain strong customer relationships for repeat bookings.

KPI: Performance Metrics

• Monthly booking conversion rate
• Number of reservations handled per month
• Revenue generated through bookings
• Customer satisfaction & feedback ratings
• Accuracy in booking documentation

Required Skills

• Good verbal and written communication skills
• Basic computer knowledge (MS Office, Email handling)
• Strong coordination and follow-up skills
• Customer service orientation
• Ability to handle multiple inquiries simultaneously

Preferred skills

• Experience in travel, hospitality, or villa booking industry
• Knowledge of CRM software
• Sales and negotiation skills