Reservation Executive

Job Description (What You Will Do):

·      Handle incoming calls, emails, and WhatsApp messages from guests

·      Answer basic questions/ guest queries about hotel rooms, facilities, and services

·      Compare hotel rates shown on OTAs and Meta platforms and explain differences

·      Negotiate room prices within given limits to close bookings

·      Convince guests politely and professionally to confirm reservations

·      Handle guest complaints and grievances calmly and responsibly

·      Build trust and long-term relationships with guests over calls and messages

·      Encourage satisfied guests to share positive reviews (Tripadvisor, etc.)

·      Process bookings received from agents, corporates, and event planners in the system

·      Follow up for advance and balance payments and ensure timely payment collection

·      Ensure GST invoices are issued and full payments are received before guest arrival

·      Share complete booking, rate, and service details with Front Office and Accounts team

·      Generate payment links and coordinate payment collection

·      Maintain daily records of inquiries, bookings, discounts, and follow-ups

·      Use Excel for calculations, tracking, and reporting

·      Communicate with guests of variety of countries and backgrounds

·      Follow company rules, pricing policies, and communication guidelines

Must Have Skill Set

·      Aggressive & proactive sales attitude

·      Basic spoken and written English (clear and polite)

·      Comfortable with calls, emails, and WhatsApp communication

·      Basic computer knowledge (email, browser, Excel)

·      Ability to do simple math (% discount, % markup)

·      Calm attitude while handling complaints or angry customers

·      Good listening skills and patience

·      Willingness to learn hotel systems and processes

·      Honest, responsible, and professional behavior

Good to Have Skill Set

·      Previous experience in hotel reservations / customer support

·      Knowledge of OTAs (Booking.com, MakeMyTrip, Agoda, Airbnb, etc.)

·      Experience in rate negotiation or sales

·      Familiarity with payment links, UPI, cards, or bank transfers

·      Basic understanding of guest review platforms (Tripadvisor, Google)

·      Ability to speak additional languages

·      Experience using CRM or booking software