Reservations Executive

Job brief:

The Hosteller, a chain of backpacker hostels with 60+ 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 Associate/Executive

Location : Head office, Mumbai

Key Responsibilities :

• 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
• Coordinate with the reservations team to ensure seamless handover of guest information and payment details
• 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
• 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
• 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 or an internship in hospitality, customer service, or a similar role is a plus but not required.
• Strong written and verbal communication skills, with the ability to convey clear and professional information.
• Excellent interpersonal skills and the ability to build rapport with guests and team members.
• Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy.
• Comfortable using various technology tools like email, chat systems, and reservation software.
• Ability to work independently and collaborate well with others in a team-oriented environment.
• Knowledge of local attractions and the hospitality industry would be beneficial.
• Flexibility to work various shifts, including weekends and holidays, as needed.