Reservation Executive

Job Summary:The Reservation Executive is responsible for handling incoming calls from 5-star hotel members for room reservations, ensuring seamless booking experiences, accurate data management, and exceptional customer service in line with luxury hospitality standards.

• Key Responsibilities:Handle all incoming calls from hotel members regarding room reservations.
• Assist members with room availability, categories, rates, and membership benefits.
• Accurately process room bookings in the hotel PMS system.
• Verify membership details and ensure applicable benefits/discounts are applied correctly.
• Manage booking modifications, cancellations, and special requests.
• Coordinate with Front Office, Revenue, and Sales teams to ensure smooth reservation flow.
• Maintain high call handling standards with professional etiquette and luxury service tone.
• Achieve daily and monthly booking targets and conversion ratios.
• Maintain accurate records of reservations and member interactions.
• Resolve member queries and escalate issues when necessary.
• Ensure compliance with hotel policies and membership program guidelines.
• Required Skills & Competencies:Excellent verbal communication skills.
• Strong telephone etiquette and customer service orientation.
• Knowledge of hotel PMS systems (Opera preferred).
• Ability to multitask and handle high call volumes.
• Attention to detail and accuracy in booking entries.
• Strong problem-solving skills.
• Sales-driven approach with upselling ability.
• Professional grooming and positive attitude.
• Qualifications:Graduate in Hospitality / Hotel Management preferred.
• Minimum 1–2 years experience in hotel reservations or front office.
• Experience in handling premium/luxury clientele preferred.
• Proficiency in MS Office and reservation systems.
• Key Performance Indicators (KPIs):Call response time and handling quality.
• Reservation conversion ratio.
• Member satisfaction scores.
• Accuracy in bookings.
• Upselling performance.