Reservations Executive

1 week ago

Mumbai, 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 travellers 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 a quality budget accommodation.


The "Reservations Executive" shall be responsible for providing an exceptional pre arrival experience to guests by effectively communicating hotel policies, collecting reservation amounts, and ensuring a high confirmation rate on bookings. This role aims to proactively engage with guests prior to their arrival, address any concerns or inquiries, and create a positive impression of the hotel brand.


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, 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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