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Reservations Sales Specialist

3 months ago

Delhi, Delhi, India Vibescapes - Resorts & Villas Full time

Position:
Reservations Specialist

Company:
Vibescapes - Resorts & Villas

Website:

Us: Vibescapes is a boutique resort and villa management company specializing in providing exceptional hospitality services in some of the most breathtaking holiday locations around Maharashtra.


Property Locations:
Panchgani, Lonavala, Mulshi & Karjat

Job Description:

Reservation Management:

  • Handle incoming reservations via phone, email, and online platforms.
  • Accurately record customer details, preferences, and reservation information into the booking system.
  • Coordinate with other departments to ensure the availability of resources for reservations.

Customer Communication:

  • Respond promptly and professionally to customer inquiries, providing detailed information about available services, packages, and promotions.
  • Assist customers in selecting suitable options based on their preferences and requirements.
  • Address customer concerns and resolve issues to ensure a positive booking experience.

Booking Coordination:

  • Collaborate with internal teams to ensure seamless coordination of bookings, including room assignments, special requests, and event planning if applicable.
  • Manage booking changes and cancellations efficiently, adhering to company policies and procedures.
  • Provide customers with clear booking confirmations and relevant details.

Upselling and Cross-Selling:

  • Identify opportunities to upsell additional services, amenities, or packages to enhance the customer experience.
  • Inform customers about relevant upgrades, add-ons, or promotions that align with their preferences.

Documentation and Reporting:

  • Maintain accurate and organized records of reservations, customer interactions, and payment information.
  • Generate reports on reservation trends, occupancy rates, and customer feedback to support decision-making.

Collaboration:

  • Work closely with the sales and marketing teams to promote special offers, seasonal packages, and promotional campaigns.
  • Communicate effectively with team members to ensure a cohesive and efficient reservation process.

Customer Satisfaction:

  • Strive to exceed customer expectations by providing exceptional service and personalized recommendations.
  • Gather feedback from customers and utilize it to improve the reservation process and overall customer experience.

Qualifications:

  • Previous experience in a customer-facing role, preferably in hospitality, travel, or a related field.
  • Excellent communication skills, both written and verbal.
  • Strong attention to detail and accuracy in data entry.
  • Proficiency in using reservation and booking software/systems.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Problem-solving skills to address customer concerns and find appropriate solutions.
  • Knowledge of (specific industry/sector) and the ability to provide relevant information to customers.
  • Positive attitude and a customer-centric approach.

Responsibilities:

  • Processes reservations by mail, telephone, website, WhatsApp, online platforms or central reservation systems referral
  • Processes reservations from the sales channels and travel agents
  • Creates and maintains reservation records by date of arrival and alphabetical listing
  • Open and close the inventory as and when required in all the OTA channels and on the hotel website
  • Configuring rates on the hotels property management system in sync with management and on all our OTA platforms
  • Determines room rates based on the selling tactics and maximising revenue as per management and helps develop room revenue and occupancy forecasts
  • Makes sure that all reports required by the management are maintained on excel sheets and reservation related files are kept up to date.
  • Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees
  • Getting information about areas of interest in order to target more clients & increasing sales basis set targets through various channels
  • To liaison with travel agents and establish other marketing networks to maximise sales
  • To ensure seamless coordination with guests, property managers & management

Skills and Expertise:

  • People with excellent customer service skills, a warm disposition, and good problem-solving abilities will thrive as a hotel reservation agent.
  • Interpersonal skills – patience, a good listening ear, and confident communication are important skills a hotel reservation agent must rely on while assisting customers
  • Organization skills – hotel reservation agents usually manage large amounts of customer information and should be able to easily keep track of everything
  • Memorization – reservation agents are expected to have an in-depth knowledge of hotel features, amenities, and room information, along with information about the surrounding area
  • Patience – work as a reservation agent can include many stressful situations with a variety of customers, and agents are expected to remain calm and pleasant no matter the situation
  • Technological proficiency – the duties of hotel reservation agents are carried out on the phone or on the computer, and those in the role should be comfortable with using technology