Reservations Executive

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