Reservation Associate

Job DescriptionPosition: Reservation Associate

Company: The Rajbari Bawali

Department: Sales & Reservations

Location: South Bawali, South 24 Parganas, West Bengal

Reports To: Reservation Manager / Sales Manager

About The Rajbari Bawali

The Rajbari Bawali is a 300-year-old restored heritage palace and one of India's finest luxury heritage destinations. Known for its timeless architecture, curated experiences, and exceptional hospitality, the property offers leisure stays, destination weddings, corporate retreats, social celebrations, and cultural experiences. We are committed to delivering personalized service and creating unforgettable memories for every guest.

Job Summary

The Reservation Associate is responsible for managing room reservations and guest inquiries while ensuring a seamless booking experience. The role involves handling reservations across multiple channels, maximizing room revenue, maintaining reservation records, coordinating with operational departments, and delivering exceptional customer service that reflects the luxury standards of The Rajbari Bawali.

• Key ResponsibilitiesReservation ManagementHandle reservation inquiries received via telephone, email, website, WhatsApp, Online Travel Agencies (OTAs), and social media platforms.
• Process room bookings accurately in the Property Management System (PMS).
• Confirm, modify, and cancel reservations in accordance with company policies.
• Ensure all guest information, booking details, and payment requirements are accurately recorded.
• Monitor reservation status and maintain an updated reservation inventory.
• Guest CommunicationProvide prompt, courteous, and professional responses to guest inquiries.
• Explain room categories, packages, rates, amenities, and special offers.
• Assist guests in selecting suitable accommodation based on their preferences.
• Coordinate special requests such as airport transfers, room decorations, celebrations, dietary requirements, and other personalized services.
• Build rapport with guests to ensure a positive booking experience.
• Revenue & Sales SupportMaximize room occupancy through effective reservation management.
• Upsell room categories, meal plans, experiences, and special packages.
• Promote seasonal offers, wedding packages, staycation packages, and corporate bookings.
• Assist the Sales & Marketing team in achieving occupancy and revenue targets.
• Monitor booking trends and report market insights to management.
• OTA & Channel ManagementManage reservations received through OTAs such as Booking.com, MakeMyTrip, Goibibo, Agoda, Expedia, and Airbnb (where applicable).
• Ensure room availability, rates, and inventory are accurately maintained across all booking channels.
• Coordinate with channel managers to minimize overbooking and reservation discrepancies.
• Monitor guest reviews received through booking platforms and communicate feedback internally.
• Interdepartmental CoordinationCoordinate with Front Office regarding arrivals, departures, VIP guests, and special requests.
• Liaise with Housekeeping to ensure room readiness.
• Coordinate with Food & Beverage, Events, and Operations teams for guest requirements and package inclusions.
• Communicate booking updates promptly to relevant departments.
• Reservation AdministrationMaintain daily reservation reports and booking records.
• Prepare occupancy forecasts and arrival/departure reports.
• Ensure accurate documentation of payments, deposits, and booking confirmations.
• Follow reservation SOPs and maintain complete guest confidentiality.
• Customer ServiceResolve reservation-related issues efficiently and professionally.
• Handle guest complaints with empathy and provide appropriate solutions.
• Ensure a high standard of communication before, during, and after the reservation process.
• Maintain a guest-first approach in all interactions.
• Compliance & Quality StandardsAdhere to company policies, reservation procedures, and data privacy regulations.
• Ensure all reservation records are accurate and audit-ready.
• Maintain professional grooming and communication standards.
• Support continuous improvement of reservation processes.
• Required QualificationsGraduate in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field preferred.
• Diploma in Hotel Management or Hospitality will be an added advantage.
• Experience1–3 years of experience in hotel reservations, front office, sales coordination, or customer service.
• Experience with luxury hotels, resorts, or heritage hospitality properties is preferred.
• Fresh graduates with excellent communication skills and hospitality aptitude may also apply.
• Required SkillsExcellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Knowledge of Property Management Systems (PMS) such as IDS, Opera, Hotelogix, or similar.
• Familiarity with OTA platforms and channel management systems.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Strong organizational and multitasking skills.
• Attention to detail and accuracy in handling reservations.
• Ability to work under pressure and meet deadlines.
• Fluency in English and Hindi; knowledge of Bengali is preferred.
• Personal AttributesPleasant personality with a professional attitude.
• Strong interpersonal and negotiation skills.
• Guest-focused with excellent problem-solving abilities.
• Well-organized and detail-oriented.
• Positive, proactive, and adaptable.
• Honest, reliable, and accountable.
• Passionate about hospitality and guest satisfaction.
• Working ConditionsRotational shifts, including weekends and public holidays.
• Office-based role with regular interaction via phone, email, and online booking platforms.
• May require extended hours during peak seasons, weddings, and special events.
• Key Performance Indicators (KPIs)Reservation conversion rate.
• Room occupancy contribution.
• Revenue generated through reservations and upselling.
• Booking accuracy and error-free reservation records.
• Guest response time and inquiry resolution.
• Guest satisfaction and positive feedback.
• OTA booking performance and review ratings.
• Compliance with reservation SOPs and reporting standards.
• Attendance, punctuality, and teamwork.

Why Join The Rajbari Bawali?

At The Rajbari Bawali, every reservation marks the beginning of a memorable guest journey. As a Reservation Associate, you will play a vital role in creating exceptional first impressions by delivering seamless booking experiences, personalized service, and the warmth of heritage hospitality. Your contribution will help uphold the reputation of one of India's most celebrated luxury heritage destinations.