Reservations Executive

2 months ago

Mumbai Metropolitan Region, India The Hosteller Full time

Job brief:


The Hosteller, a chain of backpacker hostels with 50+ hostels across India currently, is the perfect pit-stop for global as well as local travelers to relax, rejuvenate, and experience India’s rich heritage while not worrying about a clean, safe, and smart place to stay. It is one of the fastest-growing hostel chains in India that is uniquely designed, filled with activities and experiences for travelers to enjoy, and offers quality budget accommodation.


Job Role: Reservations Executive

Duration: Full time

Location: Head office, Mumbai

Work Ex: 0-1 years of relevant experience


Key Responsibilities


Guest Communication:

  • Proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns
  • Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information
  • Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary


Reservation Management:

  • Review incoming reservations to verify accuracy, completeness, and compliance with hotel policies
  • Collect reservation amounts or deposits from guests to secure bookings and minimize no-shows
  • Coordinate with the reservations team to ensure seamless handover of guest information and payment details


Upselling and Cross-Selling:

  • Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue
  • Promote hotel loyalty programs, special offers, and packages to encourage guest participation

and loyalty


Relationship Building:

  • Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences
  • Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests


Reporting and Analysis:

  • Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experience
  • Generate regular reports on pre-arrival activities, including guest communication, conversion

rates, and upselling performance


Qualifications and Skills:


  • Previous experience in the hospitality industry, particularly in reservations, guest services, or a related customer-facing role
  • Excellent communication skills, both verbal and written, with the ability to convey information

clearly, professionally, and concisely

  • Strong interpersonal skills, with the ability to build rapport, and handle guest inquiries or complaints with empathy and professionalism
  • Detail-oriented and organized, capable of managing multiple tasks simultaneously while maintaining accuracy and meeting deadlines
  • Familiarity with reservation systems and customer relationship management (CRM) software
  • Proficiency in using technology, including email, chat, and reservation management systems
  • Ability to work independently as well as collaborate effectively within a team
  • Knowledge of hotel policies, services, and local area attractions
  • Flexibility to work varied shifts, including weekends and holidays, based on operational needs

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